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Flight Deck Product Support Manager - Job Opportunity at NAVBLUE

Toulouse, France
Full-time
Senior
Posted: May 28, 2025
On-site
EUR 75,000 - 95,000 per year based on senior-level aviation technology role in Toulouse market with 5-10 years required experience and significant customer-facing responsibilities

Benefits

Comprehensive career development opportunities within Airbus ecosystem providing access to cutting-edge aviation technology and global industry networks
International exposure through 20% travel requirements enabling professional growth and cross-cultural competency development
Opportunity to shape digital aviation industry future through work on flagship products used by millions of flights annually
Access to diverse global team collaboration across multiple continents including UK, Canada, Thailand, Sweden, and Poland
Professional development through continuous learning and upskilling programs for customer experience teams
Equal employment opportunity commitment ensuring inclusive workplace culture regardless of background or identity
Accommodation support throughout recruitment and employment process demonstrating commitment to accessibility

Key Responsibilities

Drive strategic voice of customer representation within Flight Deck Portfolio organization governance, directly influencing product development decisions that impact 500+ global airline customers
Lead cross-functional advocacy initiatives for Flight Deck cluster within NAVBLUE organization, ensuring customer support perspectives drive organizational priorities and resource allocation
Orchestrate systematic identification and resolution of critical customer pain points through data-driven improvement initiatives that enhance overall customer satisfaction metrics
Execute strategic prioritization of customer-reported issues for L3 technical teams, optimizing resource allocation and ensuring rapid resolution of business-critical problems
Oversee quality assurance of root cause analysis processes from L3 support teams, establishing best practices that prevent recurring issues and improve product reliability
Monitor and optimize performance standards for L1/L2 support teams across global regions, ensuring consistent service delivery that meets enterprise customer expectations
Lead high-stakes customer relationship management including escalation meetings, user forums, and strategic account discussions that preserve and expand business partnerships
Support business development initiatives by collaborating with Business Analysts on new customer product deployments, directly contributing to revenue growth and market expansion
Deliver specialized health checks and customer training programs that maximize product adoption and reduce support burden while increasing customer value realization
Design and implement comprehensive learning programs for Customer Experience teams across all regions, building organizational capability and ensuring consistent service excellence

Requirements

Education

Engineer or Master degree in software engineering or aeronautics

Experience

Experience in Airline Flight Operation (5-10 years)

Required Skills

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 Knowledge of Airbus/Navblue EFB products Knowledge of Aeronautical data (Charts, FMS database, etc.) Experience in Software engineering (SAFE, Agility, etc.) Excellent written and verbal communication skills Strong ability to create and deliver presentations related to the cluster of products Strong presentation skills Strong interpersonal skills and an ability to interact effectively with senior management, customers and partners Good English negotiation level Ability to drive negotiation discussions internally Ability to convey complex ideas and requirements in a simple manner Ability to capture and hold the attention of stakeholders or customers Ability to create, mature, and communicate a business case capturing Industry Value and Corporate KPI Ability to react quickly and calmly under pressure

Certifications

Private pilot license would be a plus
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Sauge AI Market Intelligence

Industry Trends

Digital transformation in aviation is accelerating rapidly, with Electronic Flight Bag (EFB) solutions becoming mandatory for operational efficiency and regulatory compliance. Airlines are increasingly investing in integrated flight operations platforms that combine navigation, performance optimization, and crew management capabilities. The market is experiencing consolidation around comprehensive solutions providers like NAVBLUE that can offer end-to-end flight operations support rather than point solutions. Regulatory pressure for enhanced flight safety and environmental compliance is driving demand for sophisticated flight deck technologies. New regulations around sustainable aviation fuel usage, carbon emission reporting, and enhanced navigation capabilities require advanced software solutions that can adapt quickly to changing requirements. This creates sustained demand for product support roles that can bridge technical capabilities with operational requirements. The aviation industry is recovering from pandemic-related disruptions with renewed focus on operational efficiency and cost optimization. Airlines are prioritizing technology investments that provide measurable ROI through fuel savings, reduced flight delays, and improved crew utilization. This trend favors experienced professionals who can demonstrate clear business value and manage complex customer relationships during periods of industry transformation.

Role Significance

Likely coordinates with 15-25 professionals across L1/L2/L3 support teams globally, collaborates with 3 regional Customer Support Heads, and interfaces regularly with Business Analysts, Product Managers, and senior customer stakeholders
Senior individual contributor role with significant cross-functional influence and customer relationship ownership. Position operates at the intersection of technical product development and strategic customer success, requiring executive-level communication skills and decision-making authority for customer escalations and product prioritization.

Key Projects

Implementation of customer feedback loops into product development cycles for Flight Deck cluster products Development and execution of global customer training programs for new product releases Cross-regional standardization of support processes and quality metrics Customer escalation resolution for high-value airline accounts Business case development for product enhancement initiatives based on customer requirements

Success Factors

Deep understanding of airline operational requirements combined with technical product knowledge enables effective translation between customer needs and development teams. Success requires ability to balance competing customer priorities while maintaining strong relationships across diverse cultural and organizational contexts. Executive-level communication skills are essential for managing high-stakes customer relationships and internal stakeholder alignment. The role demands ability to present complex technical concepts to airline executives while also providing detailed technical guidance to support teams. Project management expertise and cross-functional leadership capabilities are critical for coordinating global teams and driving customer satisfaction initiatives. Success requires systematic approach to problem-solving and ability to implement scalable processes across multiple regions. Aviation industry knowledge and credibility with airline customers is fundamental for establishing trust and understanding operational constraints. Background in flight operations provides essential context for prioritizing customer issues and developing relevant solutions.

Market Demand

High demand driven by digital aviation transformation and limited pool of candidates with combined aviation operations experience and technical product management skills

Important Skills

Critical Skills

Aviation operations experience is absolutely essential as it provides credibility with airline customers and understanding of operational constraints that drive product requirements. Without this background, it would be impossible to effectively prioritize customer issues or communicate technical solutions in relevant business context. Advanced communication and presentation skills are critical for managing relationships with senior airline executives and technical teams simultaneously. The role requires ability to translate between technical capabilities and business outcomes while maintaining credibility with both audiences. Project management and cross-functional leadership capabilities are essential for coordinating global support teams and driving customer satisfaction initiatives. The complexity of managing multiple stakeholders across different time zones and cultural contexts requires systematic approach and strong organizational skills.

Beneficial Skills

Private pilot license would provide additional credibility with airline customers and deeper understanding of flight deck operations from pilot perspective Software engineering background in agile methodologies enables better collaboration with development teams and understanding of technical constraints Multilingual capabilities would enhance effectiveness in global role with diverse customer base and international team coordination requirements Business development skills would support expansion into strategic account management and revenue growth initiatives

Unique Aspects

Direct influence on product development decisions affecting millions of flights annually provides exceptional scope of impact for individual contributor role
Opportunity to work at intersection of cutting-edge aviation technology and traditional airline operations creates unique skill development opportunities
Access to Airbus ecosystem and aerospace industry networks through parent company relationship offers exceptional career development potential
Role combines technical product management with aviation operations expertise, creating distinctive professional profile in specialized market

Career Growth

3-5 years to progress to director-level roles given the strategic nature of current position and exposure to senior customer relationships

Potential Next Roles

Product Manager for Flight Deck solutions with P&L responsibility and product strategy ownership Regional Customer Success Director overseeing multiple product portfolios and customer segments Business Development Manager focused on strategic airline accounts and new market expansion Director of Customer Experience leading global support operations across all NAVBLUE products

Company Overview

NAVBLUE

NAVBLUE operates as a fully-owned subsidiary of Airbus Services, positioning it as a leading provider of flight operations solutions with backing from one of the world's largest aerospace companies. The company serves over 500 customers globally and was established in 2016 through strategic acquisitions and integration of Airbus ProSky and Navtech. NAVBLUE's product portfolio includes comprehensive flight operations solutions covering aeronautical charts, navigation data, flight planning, aircraft performance software, and crew planning systems.

Market leader in integrated flight operations solutions with strong competitive positioning due to Airbus backing and comprehensive product portfolio. Company benefits from established relationships with major airlines through parent company connections and has significant barrier to entry advantages through regulatory certifications and technical complexity of aviation software solutions.
Toulouse location serves as one of NAVBLUE's primary European development and support centers, providing access to Airbus headquarters and major European airline customers. The role offers exposure to global operations through coordination with offices in UK, Canada, Thailand, Sweden, and Poland, creating opportunities for international career development within the organization.
Technology-focused environment with emphasis on innovation and customer success within the structured framework of aerospace industry standards. Company culture emphasizes digital transformation and collaborative innovation while maintaining the quality and safety standards required in aviation industry. The organization demonstrates commitment to diversity and inclusion with comprehensive equal opportunity policies.
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