Digital Service Delivery Manager - Hybrid

Overview

Who We Are: 

   

Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity!       

 

How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more.  If you want to learn more about us visit us at www.panasonic.aero and for a full listing of open job opportunities go to www.panasonic.aero/join-us/   

Responsibilities

The Position: 

 

Acting as a strategic liaison who understands the full spectrum of airline digital priorities with primary focus of Marketplace. While the position requires an understanding of branding principles, marketing strategies, and airline loyalty programs, the Digital SDM must have a solid grasp of marketplace capabilities, and an understanding of the synergies between OneMedia and Modular Interactive and an intimate understanding of the airline partner’s brand voice, marketing objectives, loyalty initiatives, and broader commercial strategy. This strategic awareness enables the SDM to quickly diagnose needs, anticipate downstream impacts, and engage the right operational experts at the right moments to drive successful outcomes. Help establish best practices for digital onboarding and manage key stages of digital EIS (entry into service) (testing, integration, training), data, content loading, product optimization, and ongoing  product maintenance and client interaction.  

 

Digital Service Delivery  

• Support airline needs for digital product customer success by overseeing the digital product customer journey, specifically focused on oversight of configuration, testing, integration, and supporting customer training to meet deadlines. 
• Obtains and provides customer feedback to cross-functional partners related to additional maintenance or fixes, as needed.  Proactively recommend enhancements or additional features that align with their evolving digital business needs. 
• Collaborate with airlines to understand their business goals, sales strategies, challenges, and unique needs within the context of our digital product portfolio and its value proposition. 
• Determine and develop approaches to solutions. 
• Identify and resolve any issues which may inhibit implementation of  Marketplace 
• Conduct customer service workshops and presentations; monitor and measure client satisfaction. 

Team Collaboration and Communication 

• Serve as the primary point of contact for airline and internal PAC customer communication, managing expectations, addressing inquiries, & acting as a bridge between the cross-functional product team and the customer. 
• Participate and present in select meetings with internal teams, digital customers, vendors and interactives. 
• Partner with Product Line Manager to facilitate the role out of new features. 

The salary range of $102,000 - $171,000 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, this role may be eligible for discretionary bonuses and incentives. 

Qualifications

What we're looking for: 

• Ability to build on the digital value proposition with an understanding of digital products and the cross-functionality and integration of each. 
• Ability to prioritize, multitask and handle pressure and deadlines within a lean fast-paced tech and digital environment. 
• Proven experience of service delivery success. 
• Excellent communication & interpersonal skills, with the ability to liaise effectively with both technical & non-technical stakeholders. 
• Strong organizational skills and presentation skills. 
• Proven experience in customer solution management and project management experience.  
• Strong problem-solving skills to identify customer needs and provide recommendations. 
• Understand the unique environment of In-Flight Entertainment/In-Flight Entertainment Connectivity (IFE/IFEC) and airline customer experiences. 
• Understanding airline ancillary revenue.
• Self-starter and proactive. 
• li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Proficient with mainstream Mac/PC desktop applications (Excel, Word, Outlook, PowerPoint, VISIO). Strong Excel and PowerPoint skills preferred. 
• Bachelor’s degree (Business, Marketing,). 
• 8+ years of project management and/or service delivery. 
• Approximately 20% travel may be required (Domestic and/or international). 

All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19.  Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.      Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Avionics Corporate.  

#LI-KH1

#LI-Hybrid

REQ-154416

What we're looking for: 

• Ability to build on the digital value proposition with an understanding of digital products and the cross-functionality and integration of each. 
• Ability to prioritize, multitask and handle pressure and deadlines within a lean fast-paced tech and digital environment. 
• Proven experience of service delivery success. 
• Excellent communication & interpersonal skills, with the ability to liaise effectively with both technical & non-technical stakeholders. 
• Strong organizational skills and presentation skills. 
• Proven experience in customer solution management and project management experience.  
• Strong problem-solving skills to identify customer needs and provide recommendations. 
• Understand the unique environment of In-Flight Entertainment/In-Flight Entertainment Connectivity (IFE/IFEC) and airline customer experiences. 
• Understanding airline ancillary revenue.
• Self-starter and proactive. 
• li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Proficient with mainstream Mac/PC desktop applications (Excel, Word, Outlook, PowerPoint, VISIO). Strong Excel and PowerPoint skills preferred. 
• Bachelor’s degree (Business, Marketing,). 
• 8+ years of project management and/or service delivery. 
• Approximately 20% travel may be required (Domestic and/or international). 

All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19.  Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.      Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Avionics Corporate.  

#LI-KH1

#LI-Hybrid

The Position: 

 

Acting as a strategic liaison who understands the full spectrum of airline digital priorities with primary focus of Marketplace. While the position requires an understanding of branding principles, marketing strategies, and airline loyalty programs, the Digital SDM must have a solid grasp of marketplace capabilities, and an understanding of the synergies between OneMedia and Modular Interactive and an intimate understanding of the airline partner’s brand voice, marketing objectives, loyalty initiatives, and broader commercial strategy. This strategic awareness enables the SDM to quickly diagnose needs, anticipate downstream impacts, and engage the right operational experts at the right moments to drive successful outcomes. Help establish best practices for digital onboarding and manage key stages of digital EIS (entry into service) (testing, integration, training), data, content loading, product optimization, and ongoing  product maintenance and client interaction.  

 

Digital Service Delivery  

• Support airline needs for digital product customer success by overseeing the digital product customer journey, specifically focused on oversight of configuration, testing, integration, and supporting customer training to meet deadlines. 
• Obtains and provides customer feedback to cross-functional partners related to additional maintenance or fixes, as needed.  Proactively recommend enhancements or additional features that align with their evolving digital business needs. 
• Collaborate with airlines to understand their business goals, sales strategies, challenges, and unique needs within the context of our digital product portfolio and its value proposition. 
• Determine and develop approaches to solutions. 
• Identify and resolve any issues which may inhibit implementation of  Marketplace 
• Conduct customer service workshops and presentations; monitor and measure client satisfaction. 

Team Collaboration and Communication 

• Serve as the primary point of contact for airline and internal PAC customer communication, managing expectations, addressing inquiries, & acting as a bridge between the cross-functional product team and the customer. 
• Participate and present in select meetings with internal teams, digital customers, vendors and interactives. 
• Partner with Product Line Manager to facilitate the role out of new features. 

The salary range of $102,000 - $171,000 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, this role may be eligible for discretionary bonuses and incentives.