COMPLETE SkyChina Product Owner - Beijing Area

Job Description:

Accountabilities

Airbus has set up a platform “SkyChina “ to support the deployment and the sale of Digital Solutions in China. The scope of the SkyChina Product Owner is the management and support of this platform.

As a first part of his/her SkyChina Product Owner role, the jobholder will be responsible of the following main activities:

• Defining the Product in-service support model,

• Leading all the activities related to the support of the SkyChina platform:

• Steering the functional support team

• Managing the customer queries backlog so that he/she can take appropriate actions,

• Correctly assessing the severity of problems (for prioritization when needed),

• Answering to customer queries and ensuring that answers to customer queries are delivered in the timeframe and conditions described in Service Level Agreement(s)

• Applying and ensuring that the L1/L2 support team applies the correct support procedures and propose improvements

• Setting up and maintaining the necessary means (including documentation) in order to provide the best level of support for customers.

• Managing the platform life cycle in relation with Airbus China IT department and our suppliers.

• Interacting with the regional Digital Support Representative and Skywise Core Representative that are responsible for the support of the Digital Solutions relying on the SkyChina platform.

Main activities

Manage the SkyChina platform

The jobholder is responsible for managing the SkyChina platform:

• Coordinate with the Level 3 team for platform maintenance / upgrade

• Liaise with the Skywise Core Representative to inform the customers of platform changes / unavailability

• Maintain the product documentation if necessary

• Ensures the support team members are trained and operational

Support of the SkyChina platform

The jobholder is responsible to coordinate the Level 1 & 2 support team for SkyChina platform

• Set up and maintain the necessary means in order to provide the best level of service for customers; this includes User Guides, Digital Learning, Service Desk Guide and FAQ.

• Correctly and rapidly analyzes the customer queries, assesses the severity of issues (for prioritization if needed) and provides the solution or transfers the case to the right people (Level 3).

• Delivers an answer to a customer query in the timeframe and conditions described in Service Level Agreement(s)

• Applies the correct support procedures and proposes improvements

Outputs

The jobholder is expected to:

• Secure delivery with his/her team of functional support to our Customers

• Do synthetic reports on customers issues, concerns, needs and requests related to SkyChina platform

• Develop / Propose improvements on support procedures, operating modes and team organization

• Propose improvements of the SkyChina platform, in particular regarding scaling the platform to host/support new services

• Contribute to the right calculation of the KPI related to the support activity 

• Write and maintain the products’ documentation

Qualification

• Functional experience

• IT

• Knowledge of AWS and Microsoft Azure are a major plus

• Airline knowledge

• Behavioral skills

• Excellent oral & written communication

• Highly focused on customer and service minded

• Organization skills

• Autonomy

• Good human relationship and team spirit

• High adaptability-flexibility

• Pedagogy

• Language skills

• English fluent written and spoken

• Mandarin is a plus

• Management skills

• Demonstrated Leadership skills

• Project management

• IT skills is a plus

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.

Company:

Airbus (China) Enterprise Management and Services Co.Limited

Contract Type:

Permanent Contract / CDI / Unbefristet / Contrato indefinido

Experience Level:

Professional / Expérimenté(e) / Professionell / Profesional

Job Family:

Programme & Project Management

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