Field Enablement & Operations Manager

Field Enablement & Operations Manager

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, Wi‑Fi, 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. If you want to learn more about us, visit us asonic.aero.

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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

• Build trusted CSFE reports, dashboards, leadership reviews, customer‑facing inputs, and decision‑support views with source lineage, caveats, confidence levels, refresh expectations, and appropriate AI‑enabled summarization, anomaly detection, and insight generation.

Systemic Investigation & Field Analytics

• Lead complex field investigations by defining scope, affected populations, impact, evidence confidence, ownership, recommended actions, and analytical playbooks. Apply AI and machine‑learning techniques where appropriate to detect patterns, support root‑cause analysis, and prioritize field risks.

Capability Enablement, Training & Self‑Service Adoption

• Develop reusable frameworks, templates, prompts, guides, training, onboarding, office hours, and communities of practice that increase field self‑sufficiency, support responsible AI adoption, and reduce reliance on a single specialist.

Operating Model, KPI & Performance Enablement

• Standardize intake, prioritization, escalation, reviews, KPI definitions, scorecards, cadence, closure mechanisms, ownership clarity, and governance expectations for systemic field issues, operational‑performance risks, and AI‑enabled workflows.

Cross‑Functional Alignment & Field‑to‑Product Closure

• Clarify decision rights, surface unowned risks, route significant findings to accountable Product, Engineering, Service, operational, or data and AI owners, and track disposition without duplicating ownership.

The salary range of $119,000 – $200,000 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.

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…