Manager - Digital Strategy & Experience (Customer enablement)
Company:
Boeing India Private Limited
Overview
As a leading global aerospace company, Boeing develops, manufactures and services commercial airplanes, defense products and space systems for customers in more than 150 countries. As a top U.S. exporter, the company leverages the talents of a global supplier base to advance economic opportunity, sustainability and community impact. Boeing’s team is committed to innovating for the future, leading with sustainability, and cultivating a culture based on the company’s core values of safety, quality and integrity.
Technology for today and tomorrow
The Boeing India Engineering & Technology Center (BIETC) and the Boeing Technology Innovation India (BTI-I) research center make up a p a 5500+ 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 together different 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.
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.
Position Overview:
Boeing India Engineering is looking for a Manager-Digital Strategy & Experience (Customer enablement) to join our leadership team in managing the customer enablement stream. BGS eCommerce Customer Enablement mission is to keep Boeing customers highly engaged by providing responsive, high-quality technical support for customer issues worldwide. The team is responsible for providing 24 hours a day, 7 days a week, 365 days a year support to resolve customer issues related to BGS eCommerce solutions.
This is a techno-managerial position that is expected to provide technical leadership and people leadership to the team and to join their team in Chennai, India
**Position Responsibilities: **
- Manages employees performing engineering and technical activities in the areas of BGS Digital Strategy and Experience Customer enablement for the Platforms and application.
- Manage vendor and supplier relationships for platform integrations, third‑party tools, or managed services; provide technical oversight and hold suppliers accountable to SLAs and quality metrics.
- Define and monitor operational metrics (adoption, activation, churn, support KPIs, time-to-first transaction); use data and analytics to identify gaps and drive continuous improvement.
- Develop and execute end-to-end customer enablement strategies and programs for eCommerce platforms that align with business goals and customer priorities (onboarding, adoption, retention, and expansion).
- Establish, operate and sustain 24/7 customer enablement support: design support model (shifts, on‑call rotations, escalation paths), implement monitoring and alerting, maintain runbooks and SOPs, and ensure timely incident response and resolution.
- Define SLAs and KPIs for operational support (MTTR, first‑response time, availability, customer satisfaction); monitor performance and drive corrective actions to meet or exceed SLAs.
- Champion process improvements and operational efficiencies: charter cross‑functional teams, document best practices, and implement changes that reduce onboarding effort, cost, and time‑to‑value.
- Create and execute communications plans for customers and internal stakeholders during onboarding, releases, incidents, and escalations; deliver compelling presentations and business‑ready materials.
- Manage, coach and develop direct reports: set objectives, perform performance reviews, enable career growth and foster an inclusive, customer‑centric team culture.
- Maintain and apply knowledge of eCommerce industry trends, platform technologies, Boeing systems and processes, and acquisition considerations relevant to customer enablement.
- Conduct and participate in project technical review with the team and also with various project stakeholders.
- Thorough knowledge of Aircraft systems, procedures, processes, standards, specifications and reference tools, configuration management and being responsible for the multiple projects of Boeing Business Units.
- Develops project or operational plans aligned with department's objectives. Implements plans to ensure business, technical and customer requirements are achieved. Assigns authority and responsibilities to employees to execute the plan. Reviews plans' execution, makes appropriate adjustments, and resolves issues. Monitors appropriate metrics to ensure performance to plan.
- Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Ensures employees are working effectively with all development teams. Provides on-going developmental feedback. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
- Partner and engage with internal and external stakeholders, maintain relationships/partnerships with internal customers, peers and partners to develop strategies, goals and objectives that are consistent with the organization’s strategy. The position will be pivotal in creating and maintaining relationships with the Global teams and working closely with those stakeholders in planning and forecasting activities of the team as well as reporting requirements from stakeholders.
- Provide periodic updates to senior management in the form of progress reports, project summaries, and other related documents.
- Must foster an innovative work environment leading to identification of opportunities for improvements in product, process, quality, and productivity.
Basic Qualification:
- Bachelor’s degree is required as basic qualification.
- Candidates must have at least one year of experience in a leadership role (team leader, temp manager, large scale cross functional project/program management, or formal manager experience) OR have completed the Boeing internal course “Exploring Leadership
- Candidate must possess excellent understanding of the Aerospace systems: Fuselage, Wing, Empennage Structures, Interiors or Mechanical Systems such as Hydraulics and Electro-Mechanical systems
- Candidate is expected to be familiar with Safety and Airworthiness Standards per Regulatory requirements such as FAA.
- Desired Candidate should have exhibited engineering expertise across product support phases such as customer support, services, spares, warranty management & Fleet Support.
- Must possess strong leadership and project management skills.
- Communication – strong written and verbal communication skills, ability to prepare comprehensive reports, proposals, Statements of Work. Candidate must be fluent in English, and have expertise in using MS Office tools.
- Willing to support a 24/7 schedule and the ability to work variable shifts, including weekends or overtime.
**Preferred Qualifications (Desired Skills/Experience): **
- Bachelor’s degree in engineering is preferred but not required. (E.g. Aerospace/Mechanical, /Production Engineering)
- Provides oversight and approval of technical approaches, products and processes.
- Candidate should have a strong aptitude for team building and people development to Manage, develop and motivate employees.
- Must be flexible, with a high tolerance for organizational complexity and ability to work with partners from within Boeing and outside.
- Candidate must be a self-starter with a positive attitude, high ethics, and a track record of working successfully under pressure in a time-constrained environment.
Typical Education & Experience:
Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 13 years of related work experience or an equivalent combination of education and experience (e.g. Master with 12+ years of work experience, etc.).
Relocation:
This position does offer relocation within India based on candidate eligibility.
Language Requirements:
Not Applicable
Education:
Bachelor's Degree or Equivalent
Relocation:
This position offers relocation based on candidate eligibility.
Security Clearance:
This position does not require a Security Clearance.
Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.
Contingent Upon Award Program
This position is not contingent upon program award
Shift:
Shift rotation - weekends (India)