About this role
About the position
As a Customer Solution Owner, you will act as the bridge between our customers’ crew planning organizations and our internal product, engineering, and implementation teams. You will guide customers in adopting and optimizing the Manpower Planning Solution, while also representing customer needs and business objectives within the product lifecycle. This role blends product ownership, customer advocacy, and domain expertise. You will influence strategic crew‑planning outcomes, support long‑term workforce planning, and help airlines operate more efficiently through data‑driven decision‑making and scenario modeling.
Responsibilities
• Own the customer value lifecycle by ensuring customers successfully adopt and maximize the capabilities of the Manpower Planning Solution.
• Act as the primary customer-facing product representative, gathering requirements, validating needs, and ensuring alignment between customer objectives and product functionality.
• Translate customer business processes into product requirements and collaborate with internal teams to prioritize enhancements and improvements.
• Guide customers through solution implementation from project kick‑off and Business Assessment through configuration, testing, and production deployment.
• Provide product expertise and strategic advisory on workforce planning, scenario modeling, and optimization opportunities.
• Collaborate with project managers, implementation teams, and portfolio management to ensure smooth delivery and issue resolution.
• Support configuration and maintenance activities to ensure the solution remains aligned with evolving customer needs.
• Identify and resolve complex system or integration issues in partnership with technical teams.
• Promote adoption of new product capabilities and guide customers in leveraging them to meet workforce and operational goals.
• Enable data‑driven decision‑making by helping customers build precise budgets, forecasts, and long‑term planning scenarios.
• Develop and compare operational scenarios based on key performance indicators and strategic objectives.
• Explore and validate what‑if scenarios to help customers prepare for operational contingencies.
Requirements
• 9+ years of experience in manpower planning or crew management.
• Strong analytical skills with the ability to collect, synthesize, and interpret complex data.
• Ability to map business processes to product capabilities and articulate requirements clearly.
• Proven ability to build strong relationships with customers, stakeholders, and cross‑functional teams.
• Experience identifying and resolving complex system issues.
• Eligibility to work with controlled goods.
• Advanced English communication skills, both written and verbal.
Nice-to-haves
• Understanding of manpower optimization and workforce planning.
• Experience with data integration, interfaces, and database configuration including XML extensions.
• Ability to read Python or similar programming languages.
• Bachelor’s degree in Business, Computer Science, or related field or equivalent experience.
• Familiarity with Customer Success methodologies such as the LAER model (Land, Adopt, Expand, Renew).
Benefits
• Comprehensive medical, dental, and vision coverage with employer paid health premiums for employees and dependents
• Employer paid life and AD&D insurance
• A health care spending account
• Short and long term disability insurance
• Virtual health
• Fitness reimbursement program
• DPSP and RRSP retirement plans
• 3 weeks of PTO for new hires
• Employee Assistance Program
• 2 days off to volunteer annually (effective in 2026)
• Employee referral program (effective in 2026)
• Flight rewards and flight stipend (effective in 2026)