Head of Customer Services Latin America and Caribbean (LAC)

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Job Description:

Job Summary:  

Partnering closely with functional leads and business lines, the Head of Customer Services Latin America & Caribbean (LAC) drives the achievement of agreed AOP targets, services business development, and order intake growth across the region and its subsidiaries, spanning SATAIR, FHS/TSP, Airframe Services, Training, and SKYWISE Digital Services. 

Strategically aligned with our corporate focus on reliability and customer satisfaction, the job holder secures operational paths to maintain a great CSIP confidence index and customer satisfaction, continuously monitors fleet operational reliability, and ensures regional support deliverables consistently meet or exceed customer expectations. Adhering to our core company values, the leader is fully accountable for cultivating and growing a high-performance regional Customer Services team. 

Primary Responsibilities: 

Manage all regional Customer Services activities:  50%

• Achieve Customer satisfaction through CSIP (Customer Support Improvement Program) and objectives for support and services (Prepare the future)

• Ensuring Safety of Operations in the LAC

• Delivering the Customer Support and Services business objectives, and securing Customer Satisfaction with customers in the LAC region (airlines/MROs/lessors)

• Contribute to services sales campaigns through GAM. 

• The job holder is responsible for S services order intake targets (Satair, Skywise, Customer care) in the region in accordance with business objectives and specific business line AOP targets

• Develop new business services (airport services, MRO services, training partnership, FHS local repair,...) in the region in accordance with business objectives.

• Secure and accelerate successful development of services (Boost competitiveness)

• Deliver our AOP in terms of support, cost, services revenues gross margin (Deliver on commitment)

• Sustain aircraft operational reliability (Deliver on commitment)

In coordination with Central Customer Services organization and relevant functional organisations, lead and ensure the following activities are properly conducted for the LAC region: 

• Customer Support Directors

• Field Service

• Customer Services Business Development

• Services delivery (e.g. FHS-TSP, Flight crew and maintenance training, airframe services, digital services)

• Materials and logistics delivery and support through SATAIR

• Engineering and technical publications support

• Fleet efficiency and Engineering activity

• Digital development and solutions support

• Flight Operations support activity

• Flight Operations and Digital Services delivery through SKYWISE

• Supplier Support

Strategic initiatives:   20%

• Drive Airbus Customer Services Strategic initiative in the region (e.g. infrastructure development, MRO activity through partners, training partnerships, supporting delivery of solutions to nations, ecosystem development, developing alliances)

• Safely support growing fleet in Latin America & Caribbean Region

• Secure fleet growth and prepare Airbus Latin America & Caribbean, in particular on the support platform 

• Support customer services’ cooperation strategy

• Increase proximity to customer for facilitating support and services

Local management for Customer services :   20%

Lead Local Customer services activities, projects and continuous improvement initiatives .Team management Oversee the planning, execution, and delivery of customer services LAC projects and activities, ensuring they are completed on time, within budget, and to the required quality standards. Develop services and partnerships (MRO, Airlines)

Lead a team located in Miami, Fl, and in the LAC countries, fostering a culture of innovation, collaboration, and continuous improvement. Provide mentorship and guidance to team members, supporting their professional development and ensuring high levels of performance. Implement the Airbus People Tempo (HR cycle) actions for each direct employee and ensure the actions are closed at lower organizational levels

Global Continuous Alignment     5%

• Ensure associated worldwide processes are applied to ensure continuity with all other geographic regions.

• The job holder ensures and is accountable for the Customer Support process adherence in the LAC region

• The job holder contributes to Airbus overall strategy in the region including driving Customer Services’ cooperation strategy

Additional Responsibilities: 5%

 

Other duties as assigned by the operations or functional management (5%)

 

Qualified Experience and Training: 

Education:

Required

• BS degree or equivalent in Engineering or Business Administration or related fields.

Preferred

• Master degree

• Aviation Engineering degree preferred 

Experience:

Required

• 15 years of professional experience including 

• 5 years in a leadership role with direct or Indirect (functional or project) people management

• 5 years experience in a Customer Services functions OR Airline operations

• Significant Proven experience with Airline operations exposure, technical and business

Preferred

Licensure/Certifications: NA

Travel Required: 

•  50%  Domestic and International

Citizenship:

•  Eligible for employment in the U.S.

Clearance:  NA

 

Qualified Skills: 

Knowledge, Skills, Demonstrated Capabilities:

Required

• Capacity to connect and influence a very diverse and multicultural environment with a strong understanding of Latin America and Caribbean culture (Mexico, Colombia, Chile, Brazil, Argentina, Peru) and European culture. 

• Communication

  • Excellent presentation skills both oral and written with negotiations skills, 

  • Commercial and financial exposure, 

  • Active listener 

  • Complex problem Solving and creativity     

• Strong customer focus with a deep ingrained services-minded approach to continuously exceed customer expectations and drive regional satisfaction indexes

• Organization and Coordination to coordinate support deliverables across disparate international teams 

• Leadership: 

  • Agility

  • Strategic vision, 

  • Emotional intelligence, to lead inspire diverse teams

  • Facilitation

  • Negotiation and Influence

Preferred:

 

Organizational information:

Operational report to Head of Latin America & Caribbean (AAIL)

Functional report to Airbus Head of Customer Support (SC)

 

Communication Skills: 

Languages Required:

• Fluent (influence level) in English and Spanish 

Languages Preferred:

• Portuguese, French, German 

Technical Systems Proficiency:

Required:

• Good technical knowledge of aircraft and services portfolio, probably gained through education and/or experience and interest 

Complexity of the Role: 

Level of Decision Making: 

• Strategic decision making

• Fully accountable on his budget and activities

 

Direct Reports: 

Is this a people manager? YES

# of Exempt Reports:  25 in Miami + 100 in LAC region   

 

Job Dimensions: 

• The jobholder has the overall responsibility for ensuring Safety of Operations, delivering Customer Support and Services business objectives, and securing Customer Satisfaction with customers in the region (airlines/MROs/lessors)

• The jobholder has the responsibility to contribute to services sales campaigns through GAM 

• The jobholder has responsibility for S services order intake targets (Satair, Skywise, Customer care) in the region in accordance with business objectives and specific business line AOP targets.

• The jobholder has the responsibility to develop new business services (airport services, MRO services, training partnership, FHS local repair,...) in the region in accordance with business objectives.

• The jobholder has responsibility for Customer Support process adherence in the region

• The jobholder has the responsibility to contribute to Airbus overall strategy in the region including driving Customer Services’ cooperation strategy

• Operating Budget (financial terms): 

  • Operating budget: 7,8M USD target in 2026

  • Region Services Sales Order Intake target 2026: 308 MUSD

• Other dimensions relevant to the position: 

  • Number of customers: 17 

  • Airline Fleet in service: ~809 aircraft

  • Airline Fleet backlog: ~800+ aircraft

Nature of Contacts: 

• Internal and External Executive level (Influencing and Negotiating)

• Customers at all levels including CEOs (Influencing and Negotiating)

• Internal Airbus network (all levels and all countries)

• Influence in a multicultural environment, and strong understanding of Latin America and Caribbean culture (Mexico, Colombia, Chile, Brazil, Argentina, Peru)

 

Physical Requirements:

• Onsite or remote: 100%  on site  

• Vision: Daily able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings. 

• Hearing: Daily able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms. 

• Speaking:  Daily  able to speak in conversations and meetings, deliver information and participate in communications. 

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): Daily able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

• Carrying: Occasonally able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs. 

• Lifting:  Occasonally able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.

• Pushing / Pulling:  Occasonally able to push and pull small office furniture and some equipment and tools. 

• Sitting:  Daily able to sit for long periods of time in meetings, working on the computer. 

• Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: Daily able to stand for discussions in offices or on production floor. 

• Travel:  able to travel independently and at short notice. 50%

• Walking (include routine walking such as to a shared printer to retrieve documents):  Daily able to walk through office and production areas including uneven surfaces. 

• 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 visit, appropriate hearing/eye protection may also be required when visiting the shop floor.

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 Americas, Inc.

Employment Type:

Permanent

Experience Level:

Professional

Remote Type:

On-site

Job Family:

Leadership <JF-FA-EM>

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Job Posting End Date: 07.13.2026Airbus 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 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 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. 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. 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. Airbus 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.

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