Job Description

Function
Customer Experience


Location
Waterloo, Ontario
Reference
Contract type
Permanent
Working time
Full Time

Job Summary:

NAVBLUE is a trusted partner for over 500 customers worldwide, providing Flight Operations solutions and services to airlines.



NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by NAVBLUE on the cluster of Flight Deck products. The ultimate goal is to ensure a high level of Customer Satisfaction.

Key Responsibilities:

For the assigned Products Cluster, the Product Support Lead is responsible for:


The performance and the quality of the support provided to customers by L1/L2 support teams across the AMER (North America and South America) region for the Flight Deck cluster of products (Mission+, Dispatch+, Flysmart, and more) Being the focal point of escalation for a family of products within the L2 teams Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams Supporting the PSM in steering L3 support team activities with regard to the quality and accountability of Root Cause Analysis events The identification of Customer irritants to be addressed through specific improvement initiatives Preparing and Presenting Statistical Reviews Weekly with leadership Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issues locally or by signing into customer environment) Populating KB documentation (guidelines, FAQ, etc) The Product Support Leader has comprehensive knowledge of the products they support, including both the customer-facing aspects and the server-side components.




The Product Support Lead also contributes to Customer Facing activities:


Preparing, attending and following up on customer meetings between NAVBLUE and customers on customer support topics Participating in and contributing to regular NAVBLUE customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product delivery meetings. Participating in Product testing (running & updating test scripts) Participating in Customer regular or escalation meetings Working together with the PSM to plan and attend Customer User forums,




The Product Support Leader is also responsible for contributing to the following people management activities:


Involved in hiring and onboarding the team members Leading and supporting the team in terms of operational management Assisting the NAVBLUE Customer Support Head of AMER Region with delegated administrative tasks such as objective setting and people development.

Education

Engineering or Master's degree in software engineering, aeronautics, or equivalent post-secondary degree

Experience

Experience in Airline Flight Operation (5-10 years) Such a background could be: + Worked for an airline within Flight Ops Engineering / EFB management
+ Worked for a software development company
+ Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

Knowledge, Skills, Demonstrated Capabilities & Competencies:

Superior analytical and problem-solving skills Strongly focused and self-motivated to overcome challenges to deliver on time and on quality Project management experience Flexible, adaptive approach with strong customer focus

Perks:

Located in the heart of University of Waterloo's David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:




Being part of Airbus Network Flexible hours Hybrid working environment (3 days in office) Free parking Vacation Days (15 - 25) Professional Development Day Christmas shut down Summer core hours Strong work-life balance Casual dress code Competitive group benefits plan Strong focus on mental health support benefits 5 Sick Days 2 Personal Days RRSP matching program Life Insurance Employee stock ownership plan Maternity & Paternity benefits Referral program Rewards and Recognition program Training and Development Support Monthly Lunch and Learns Fitness & Wellness reimbursement An active social committee Organized Volunteer Events Game room, including a flight simulator! Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site Active Inclusion & Diversity Committee
And much more!

Not to mention, the aviation industry's ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.



Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You'll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You'll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.



You'll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.



Airbus and all subsidiaries, including NAVBLUE are proud to have been recognized as a

Global Top Employer for 2025

. Based on eight criteria: physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement. It was determined that we offer some of the most progressive and forward-thinking programs within the area. This achievement reflects our commitment to nurturing and empowering our people to reach their full potential. We're grateful to our people, whose dedication and collaboration make this possible.



NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.



NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmo (Sweden), Gda?sk (Poland), and Bengaluru (India) with other offices all around the world.





The Future is Yours for the Taking: https://youtu.be/vdY6gYuceYY