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Supplier Management Customer Operations Manager at Airbus

Supplier Management Customer Operations Manager

Airbus Herndon, VA (Onsite) Full-Time
Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defence as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.

Position Summary:

The Supplier Management Customer Operations team (AASCO) belongs to Airbus Americas Customer Services organization and focuses on management of supplier performance in the aftermarket for the Americas. AASCO is part of a global supplier management operations network that also includes teams from Toulouse, Dubai, Singapore and Beijing. "We ensure Customer satisfaction by representing Customer Voice within the greater supplier management organization (SOP) and SOP voice towards Customers, ensuring fair treatment between Customers & Suppliers.

Primary Responsibilities:

Customer queries management: 40 %

? Resolve all Customer queries related to supplier management for a given portfolio of suppliers within the defined time scale by interfacing and negotiating with the supplier and/or relevant Airbus departments (SI, SC, P,...).

? Qualify and record queries in Customer Relationship Management tool.

? Conduct regular visits to Customers as required

? Ensure supplier adherence to Airbus contractual requirements or standards for customer queries.

? Ensure supplier follow-up towards airlines for low rating scores and negative comments. ? Contribute to briefs for supplier senior management meetings.

? Contribute to best practice/FAQ for customer queries and suggest improvement actions within supplier management or other Airbus departments.

Customer relationship management: 30 %

? Manage the customer relationship for key customers with respect to supplier management, including communications on: supplier improvement plans, supplier performance KPIs, rating results, SIM commitments, and CSIP improvement initiatives.

? Provide briefs on supplier issues for airline senior management meetings.

? Create a network with customer-facing counterparts at Airbus (CSD, Satair, Field rep etc) to ensure airlines supplier management needs are captured and covered.

? Participate in Material Readiness Conference (MRC) for strategic customers and present on SSC/Tools

Supplier management: 15 %

? Contribute to the development of the long term supplier improvement plan managed by SOPx commodity teams by providing recommendations based on recurrent customer issues.

? Ensure supplier adherence to Airbus contractual requirements or standards for customer queries.

? Ensure supplier follow up towards airlines for low rating scores and negative comments.

* Active contribution to share customer pain points within the SOP organization to ensure the voice of customers is taken into consideration for future SSC negotiations, overall claim process.

Additional Responsibilities:

Qualified Experience / Skills / Training:

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth. The jobholder is responsible for ensuring Customers' satisfaction through a close management of Airbus Suppliers' activity and performance, in line with Product Support Agreements and industry standards for all Airbus programs. You should have training in leadership skills and assertiveness. You should enjoy working in a team and have excellent communication skills. Good personal organization, self-motivation and rigor are a plus as you will be expected to manage your own portfolio as a business.


* 4 year college degree or equivalent experience


* 5+ years of experience in similar activities which has allowed you to acquire knowledge in below fields:
* Airline business & Operations
* Customer Services
* Supplier Management/Contract Management


None required

Knowledge, Skills, Demonstrated Capabilities:

* Autonomous
* Proactive
* Project management
* Customer relationship management
* Communications & negotiation skills

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

? Fluent Spanish, French and/or German would be an asset

Technical Systems Proficiency:

? Google Suite


Travel Required:

? 20 % Domestic and International


? Eligible for employment in the US


? None

Decision Making, Complexity:

? As an independent account manager you will know when to notify and when to escalate potential problems the customers may be experiencing.

? You will be expected to recommend solutions for complex issues involving contractual monitoring and compliance of the Airbus supplier support contracts. These will include but not limited to regulatory requirements, supply chain logistic issues, inventory issues, repair and spare delivery performance, etc

Organizational information:

? This position is non-supervisory and reports directly to the head of supplier management Americas.

Direct Reports:

Exempt:0 Non-exempt:0

Job Dimensions, Contributions to Success:

? Work within a team of supplier support personnel sharing different levels of workload interfacing directly with suppliers, customers, Toulouse, and regional offices

? Maintain a positive and cooperative working relationship with ~5 to 15 various Airbus suppliers, their support stations and their senior management

? Process significant amount of airline driven supplier issues (~100-250 per year) for customers worldwide.

The Company reserves the right to revise, change and/or modify job duties, responsibilities or working conditions as the need arises, with or without advance notice. Employment with the Company is at-will. This position description and the statements contained within it do not create any contractual rights between the Company and its employees, either express or implied.

Nature of Contacts:

Moderate communication on a daily basis with internal and external parties .

Physical Requirements:

? General office environment

As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

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