Field Enablement & Operations Manager

Field Enablement & Operations Manager

Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, Wi-Fi, and now Bluetooth headphone connectivity! 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.

This role builds and operates the operational-intelligence and field-enablement capability for Global Customer Support Field Engineering. It helps CSFE identify recurring field issues earlier, assess fleet and customer risk, improve technical decisions, and turn field evidence into measurable product, service, and operational improvements. The role integrates aircraft, fleet, reliability, incident, customer-support, readiness, operational, and AI-enabled evidence into trusted reporting, investigation methods, executive reviews, training materials, and self-service tools.

It partners across CSFE, Global Technical Engineering, Product, Engineering, Incident Management, CPC, PTS, GTO, and data and AI teams to clarify ownership, accelerate action, and improve field-to-product closure while applying responsible AI practices with human review, source transparency, data-quality awareness, and governance discipline.

Major Responsibilities:

• Operational Reporting & Decision Support
• Systemic Investigation & Field Analytics
• Capability Enablement, Training & Self-Service Adoption
• Operating Model, KPI & Performance Enablement
• Cross-Functional Alignment & Field-to-Product Closure

Qualifications Knowledge/Skills Requirements:

Advanced knowledge of field engineering, operational intelligence, performance measurement, customer support operations, technical investigations, workflow improvement, AI-enabled business process enablement, operational analytics, KPI development, data quality, governance, and evidence traceability. Ability to implement repeatable reporting routines, investigation methods, operating mechanisms, training materials, and self-service tools. Experience working with cloud-based data platforms (AWS or equivalent), APIs, workflow automation, and modern reporting environments. Experience applying Generative AI, Large Language Models (LLMs), copilots, or agentic AI workflows to operational reporting, technical investigations, knowledge management, field enablement, and decision support within enterprise environments. SQL and Python proficiency with hands-on experience interrogating complex operational data using modern business intelligence, analytics, and cloud-based data platforms to develop trusted reporting, automate analytical workflows, and support evidence-based decision making. Ability to lead cross-functional work without direct authority and translate evidence into clear technical, operational, executive, and customer-facing communication. Demonstrated ability to solve cross-functional operational and technical problems. Strong expertise in connecting field evidence, customer impact, engineering and product ownership, and business outcomes. Proven ability to define CSFE operational-intelligence methods, evidence standards, performance definitions, and reporting mechanisms. Strong ability to prioritize and escalate significant failures. Ability to facilitate assignments and follow-through with accountable operational, engineering, product, or service owners. History of regular engagement with CSFE leadership team. Experience in regularly engaging PAC regional leaders and any of the following: Global Technical Engineering Incident Management CPC Product Engineering PTS GTO Data teams Customer-facing stakeholders

Education/Experience Requirements:

Bachelor's degree in a relevant discipline, or equivalent combination of education and substantial applicable experience at discretion of hiring manager. 8+ years of progressively responsible experience in technical operations, field engineering, analytics, reliability, customer support, or performance improvement; equivalent senior or lead-level impact may be considered with an advanced degree or directly relevant experience.

REQ-155536