Job Description

　　At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

　　Overview

　　Boeing is the world’s largest aerospace company and a leading provider of commercial airplanes, defense, space, and security systems, and global services. Building on a legacy of over a century of innovation and leadership, Boeing continues to lead the way in technology and innovation, customer delivery, and investment in its people and future growth of aerospace.

　　In India, Boeing has been a strong partner to the Indian aerospace and defense sectors for more than 75 years. People at Boeing have been supporting mission readiness and modernization of India’s defense forces, and enabling connected, safer, and smarter flying experiences, in the sky, in the seas, and in space.

　　Technology for today and tomorrow

　　The Boeing India Engineering & Technology Center (BIETC) is a 3000+ diverse engineering workforce that contributes to global aerospace growth. Our engineers deliver cutting-edge R&D, innovation, and high-quality engineering work in global markets, and leverage new-age technologies such as AI/ML, IIoT, Cloud, Model-Based Engineering, and Additive Manufacturing, shaping the future of aerospace.

　　People-driven culture

　　At Boeing, we believe creativity and innovation thrives when every employee is trusted, empowered, and has the flexibility to choose, grow, learn, and explore. We offer variable arrangements depending upon business and customer needs, and professional pursuits that offer greater flexibility in the way our people work. We also believe that collaboration, frequent team engagements, and face-to-face meetings bring diverse perspectives and thoughts – enabling every voice to be heard and every perspective to be respected. No matter where or how our teammates work, we are committed to positively shaping people’s careers and being thoughtful about employee wellbeing.

　　At Boeing, we are inclusive, diverse, and transformative .

　　With us, you can create and contribute to what matters most in your career, community, country, and world. Join us in powering the progress of global aerospace.

　　Boeing Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Lead Service Account Manager (for Crew & Network Operation Management Systems Support) to join our dynamic enterprise Service Organization at New Delhi, India . As the Service Account Manager, you will collaborate closely with Customer Success Managers and technical support teams to ensure our customers get full value of the software and support their daily operations for our Crew and Network Operation Management Software (namely, Jeppesen Crew Pairing, Jeppesen Crew Rostering, Jeppesen Ops Control and Jeppesen Crew Tracking). Your role will encompass a comprehensive understanding of Crew and Network offerings, coordinating service deliveries for Crew and Network portfolio.

　　Position Responsibilities:

　　Serve as a first level escalation point for customers’ operational support.

　　Coordinates service deliveries for Crew and Network Operation Management (Crew & NOM) system support activities. The service delivery activities include but not limited to bug fixes, inquiries, service requests, system monitoring, system migration and change requests.

　　Host monthly meetings and provide reports to customer and internal stakeholders on the current overall customer status, metrics, issue resolution, customer escalations, risk management, and internal coordination.

　　Identify Risk, Issues and Opportunities related to Crew & NOM system support and drive actions to mitigate risks, resolve issues and capture opportunities.

　　Lead the preparation of technical and operational impact analysis for the assigned customers.

　　Interact with many parts of the organization to understand complex situations and provide answers to the customers.

　　Work closely with Customer Success Manager to provide inputs to and help execute the system adoption plans.

　　Act as voice of customers to provide feedback to internal stakeholders which includes but not limited to Product Development, Implementation, Support and Portfolio Management.

　　Critical Thinking: Ability to identify and qualify technical issues, problems, opportunities, and options within the customer's context.

　　Communications: Proficient in conveying complex information clearly and concisely. Skilled in presenting to both technical and business leaders.

　　Relationship Building: Inspires confidence and trust with customers and internal stakeholders, seeking win-win solutions.

　　Project Management: Proficient in RIO management. Effectively balances and prioritizes various tasks, plans, follows up on the planned activities and communicates status in timely manner.

　　Team Player: Collaborates closely with other customer-facing roles to ensure customer satisfaction.

　　Employer will not sponsor applicants for employment visa status.

　　Basic Qualifications (Required Skills/Experience):

　　A Bachelor’s degree or higher is required as a BASIC QUALIFICATION

　　12+ years working experience including 5+ years of experience in direct customer-facing role.

　　5+ years of IT experiences in (software) project/program management, system design, development, support, integration or consulting.

　　Proven track record of managing customer relationships and escalations.

　　Experience with high-touch, high-complexity customer relationships.

　　Excellent communication, project management, and presentation skills.

　　Preferred Qualifications (Desired Skills/Experience):

　　Knowledge or experience of Airline Flight Operations

　　Bachelor's degree or higher in a relevant field (e.g., engineering, technology).

　　Knowledge of Boeing Digital Aviation portfolio and services.

　　Typical Education & Experience:

　　Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 12 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+8 years' related work experience, 12 years' related work experience, etc.)

　　Relocation:

　　This position does offer relocation within INDIA.

　　Export Control Requirements: Not an export control position

　　Equal Opportunity Employer:

　　We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.

　　We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 (https://www.thevaluable500.com/) and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.

　　Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.