Head of Customer Training Academy
Airbus
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Job Description:
The Head of Customer Training is responsible for Flexrotor training services delivered for Airbus – Flexrotor. The Head of Customer Training reports directly to the Head of Programs for Airbus – Flexrotor.
Primary Responsibilities:
1. Manage Business Performance of Customer Training Center P&L: 25%
The Head of Training is responsible for the financial and business management of the Customer Training Center, including, but not
limited to:
- Recommend and meet P&L financial targets
- Operational Plan (OP)
- Act as focal point for customer training business planning (OP/CAPEX/SDP etc.)
- Propose and execute OP(operational plan) targets, including revenue, profitability, cost control, OPEX, CAPEX, site development/long-term investments.
- Develop pricing methodology for onsite and offsite courses
- Pricing: Develop market-competitive pricing methodology for onsite and offsite courses based on internal/external labor rates, Flexrotor- owned aircraft costs, and competitive pricing analysis.
- Training Asset Optimization: With assets valued in millions of dollars, the Head of Training needs to plan and execute short and long-term asses strategy that meets customer demand while maintaining safe/profitable operations.
- Instructor Staff: Provide staffing requirements and ensure right instructor skill set and continuity in training based on current and future market demand. Monitor labor productivity rates and set KPIs to meet group-wide benchmark.
2. Manage Operations of Customer Training Center: 25%
The Head of Training oversees a team responsible for the day-to-day operations of the Flexrotor Training Academy, including
scheduling, billing, and other administrative duties necessary to execute onsite and offsite training.
- Daily operations: Ensure customer requests, requirements, and demands are aligned with organization availability to schedule training
- Manage and improve the training catalogue, including content and quotation
- Promote training offer and engage in regular communication with customers
- Run weekly New Student Orientation sessions
- Monitor and analyze customer feedback and provide action plan for addressing customer concerns
- Monitor Pilot and Technical Instructor productivity and assign training activity
- Safety: Encourage safety culture in training practices
- Standards / Methods and Tools
- Define global training standards and definition of practical tools
- Ensure effective deployment of the standards with focus on safety
- Ensure implementations of training tools worldwide
- People Performance Management: Consolidate and drumbeat performance monitoring; deploy and adjust organization and regional roles and responsibilities; Identify, build expert’s pool and succession planning; share best practices within the training network; ensure team management, engagement, and performance; conduct performance evaluations, recommend salary increases (promotion, merit, and adjustment), transfers, hires, and disciplinary actions (terminations).
- Ethics and compliance: Ensure team compliance with company ethics and responsible business policies and lead team by example; promote speak up culture, transparency, and team collaboration
3. Support Regional Sales, Marketing and Commercial Programs: 20%
The Head of Training is the face of the Airbus - Flexrotor Training Academy to the customer, and builds long-term relationships with Flexrotor operators, Service Centers, key stakeholders and Suppliers. They are expected to build
innovative business proposals and new partnership models to assist in new sales, grow services sales and, most importantly, deliver exceptional customer training.
- Offers / Contracts negotiation: offers/contracts when needed; manage training offers
- Customer Credits Management: manage training credits pool for all new Flexrotor sales according to CFO & H.O Sales-established process; proactively work with executive-level customer contacts (CEOs, Directors of Maintenance, VPs of Operations, and Chief Pilots) to create annual training plans and communicate run-rates of training credit pools.
- New partnerships/Business Development: while training credits account for a sizable piece of the annual revenue, the Head of Training must plan and execute sales for the remaining OP target. The Head of Training works with Marketing, Customer Account Managers and advisors to identify target customer groups, develop marketing materials, develop pricing offers and win customer business; the Head of Training also develops new training offers and pricing and writes proposals to secure annual and multi-year contracts.
- The Head of Training is responsible for long-term business growth strategy and develops partnerships with customers for offsite training, satellite training centers, new training offers, and new tools aimed at securing the future and ensuring that Airbus – Flexrotor (Bingen) remains the premier training center.
● Complex Proposals:
o The Head of Training works with Sales and Contracts, as well as subject matter experts on pilot and technician
training to put together complex offers and to develop and price training options that meet customer requirements and increase the likelihood of aircraft sales.
● Aircraft Deliveries:
o Liaise with COO and Head of Programs to anticipate training needs around aircraft availability/deliveries.
4. Develop and Deploy the Training Strategy and Franchising Model: 15%
The Head of Training acts as the focal point for the North America region within Airbus Helicopters Inc. (Training, Simulationand Customer Flight Operations) organization.
- Ensure development and execution of a training strategy in accordance with Airbus - Flexrotor business goals
- Allocate & optimize training capabilities
- Set up new and adapted regional services
- Ensure deployment of standards, capabilities, tools, training means, in accordance with Airbus - Flexrotor global franchising strategy and expected demand
- Adapt training offer catalogue and Training Minimum Standards to customer specificities
- Recommend ways to manage the Network
5. Continuous improvement Cycle: 15%
The role of Head of Training would be pivotal in establishing a continuous improvement cycle. It involves systematically gathering insights from aircraft operations, meticulously documenting both successes and areas for enhancement. These operational lessons directly inform revisions to the training syllabus, ensuring it remains current and relevant.
- The role entails analyzing lessons learned to identify potential improvements to the aircraft design and its various systems, driving engineering changes.
- Passively collect actionable competitive intelligence through customer interactions and Field Service Representatives' (FSRs) feedback.
Other duties as assigned:
● The above is by no means an exhaustive list of duties. Other duties as required by the business may arise.
Qualified Experience and Training:
Education:
Required
● Bachelor’s degree in business or related field or equivalent management consulting, project management and strategy experience required
Preferred
● MBA preferred
Experience:
Required
● Minimum ten (10) years of experience in roles demonstrating increasing responsibilities and customer-facing duties (ex:
program management, financial and P&L management, operations, market development or B2B sales)
● Multi-national, cross-cultural team immersion
● Experience formulating and implementing business strategies, market development, organizational optimization and other areas with high impact on the end customer
Preferred
● None
Travel Required:
● 20% Domestic and International
Citizenship:
● Authorized to Work in the US
Qualified Skills:
Knowledge, Skills, Demonstrated Capabilities:
Required
● Comfortable negotiating with and influencing customer senior and executive management
● Comfortable acting as the “face” of Airbus – Flexrotor
● Proven track record of building lasting customer relationships, particularly in aviation services
● Comfortable making decisions impacting $3 million + company assets or investments under complex or ambiguous
circumstances
● Project management in fields of aviation and defense a must
● Formulate and execute on a strategic vision and plan, preferably in an international context or high-stakes context such as a P&L
● Strong understanding of financial concepts as they relate to the management of a P&L: revenue, EBIT, elements of cost structure, etc.
● Solutions oriented mentality with excellent problem-solving skills
● Innovative mindset and eagerness to embrace emerging customer requirements, technology trends and regulatory policy to continuously improve Airbus – Flexrotor Training Academy
Preferred
● None
Communication Skills:
Required:
● Ability to communicate effectively in verbal and written form in English
● Exceptional communication skills
● Ability to negotiate with and influence customers in a variety of settings: face-to-face meetings, formal written proposals,
written correspondence and other
● Ability to communicate clearly with customers, team members and company executives on progress and resolve conflicts
Preferred:
● Proficiency in other languages of the Airbus Group a plus (French, Spanish, German)
Technical Systems Proficiency:
Required:
● Full proficiency in Microsoft Office suite of products, including Excel, Project, Word, PowerPoint
● Strong data analysis and database modeling skills
Preferred:
● Experience with Enterprise software (Salesforce, others) a plus
Complexity of the Role:
Level of Decision Making:
● This position requires highly complex decision-making capacity because the Head of Training has a customer-facing role,
while also managing day-to-day operations and coordinating with VP, Director and Manager-level co-workers across
multiple Airbus Helicopters departments on a regular basis
● The HO Training must be able to manage, influence and motivate a complex set of stakeholders who may or may not have
any reporting lines to the Head of Training across both regional organizations, as well as Airbus Helicopters central
organization. For example, he/she must liaise between technical training experts, financial managers, sales managers, and
proposals-development personnel to prepare competitive aircraft proposals, which often include multi-million, multi-year
training services components
● Comfortable making decisions impacting $3 million + in company assets or investments under complex or ambiguous
circumstances
● The HO Training will often make difficult decisions about personnel, including developmental goals, disciplinary actions and
conflict resolution
Organizational information:
Direct Reports:
Is this a people manager? Yes
# of Exempt Reports: 2 currently
Job Dimensions:
The Head Customer Training has a complex set of duties:
● Delivering a superior customer experience
● Business development and customer relationship management at the executive (CEO, CFO), senior management (Director
of Maintenance, Director of Aviation Ops), and trainee level
● Managing complex organization of direct reports, spanning administrative and highly technical duties
● Managing daily operations to train dozens of students by coordinating instructors and aircraft availability
● Training sales strategy in coordination with Sales and Programs to address all customer training needs
● Pricing and supporting standard proposals development for New Flexrotor sales, ensuring that training is a value-added
service that helps to sell our aircraft
● Pricing and supporting complex proposal development for all non-standard training, including but not limited to long-term
recurrent training programs, training programs established in conjunction with local and international training partners, etc.
● Managing the execution of commercial and military contracts
● Managing assets to ensure training meets customer needs on existing and new helicopter types in a cost-efficient manner
● Ensuring compliance with safety and quality standards
● Increase annual revenue to meet OP targets even during a time of reduced new helicopter sales and reduced military
training at AHI/AHCA
● Offsite and onsite training
● Coordination with other Training Centers under the Airbus Helicopters umbrella
Nature of Contacts:
● High frequency of customer contact, verbal and written negotiation on contracts or business development initiatives.
● Involved, negotiation type Communication on a daily Basis with internal and external parties
Physical Requirements:
● Onsite or remote: 80% Onsite
● Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents,
reports. Daily
● Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on flight line
and helipads including safety warnings or alarms. Daily
● Speaking: able to speak in conversations and meetings, deliver information and participate in communications. Daily
● Equipment Operation: Able to use personal computer, telephone, copies, fax machine, and related office equipment and
using electronic identification card to enter building floors and internal doors. Daily
● Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
● Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs. Daily
● Pushing / Pulling: able to push and pull small office furniture and some equipment and tools. occasionally
● Sitting: able to sit for long periods of time in meetings, working on the computer. Daily
● Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving or in a/c storage
compartments. Daily
● Standing: able to stand for discussions in offices and for long periods during trade shows. Frequently
● Travel: able to travel independently and at short notice. Frequently
● Climbing: able to climb stairs. Daily
● Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and
production areas including uneven surfaces. Daily
● Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing
Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site
● Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye
protection may also be required when visiting the shop floor.
Salary range: Based on the required profile: $150,000.00 - $190,000.00 per year, depending on the candidate's experience. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors.
Equal Opportunity:
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender
identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally
protected status
As a leader in our field, Airbus Helicopters, Inc. provides relocation assistance for qualified positions and a comprehensive
compensation and benefits package.
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.
As a matter of policy, Airbus Helicopters, Inc. does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.
Airbus Helicopters, Inc. does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.
NOTE: Airbus Helicopters, Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This position
description does not constitute a written or implied contract of employment.
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:
Aerovel CorporationEmployment Type:
US - Direct HireExperience Level:
ProfessionalRemote Type:
On-siteJob Family:
Training support & services <JF-CS-TS>------
Job Posting End Date: 11.15.2025------
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