AV-BASE Systems, Inc. (dba WinAir) is a proud developer and supporter of structurally integrated and cost-efficient maintenance and inventory control systems for over 30 years. With our head office in London, Ontario, we provide WinAir software to over 250 operators (fixed- and rotary-wing) worldwide.

Celebrating our 30th anniversary, WinAir was also recognized by the local business community during the London Chamber of Commerce Business Achievement Awards, as the winner of the Business of the Year award in the medium-sized category in 2018.

Would you like to become a part of an award-winning company that is growing more than ever? Do you thrive in a fast-paced environment? Are you looking for opportunities for growth in different job functions? Then, this might be the perfect opportunity for you!

The Director of Product and Support will lead the Product & Support team, overseeing product leads, documentation, technical reviews, and coordination of training programs. This role is essential in driving the success and ongoing improvement of the company's cloud-based SaaS application. The Director is responsible for managing the full product management lifecycle, handling technical escalations, overseeing documentation, and creating comprehensive training programs for both internal staff and client onboarding. As part of the senior leadership team, the Director will also be accountable for key performance indicators (KPIs) related to support, such as case close time, CSAT (Customer Satisfaction), and response times. This position collaborates closely with Products Leads and Managers within the Product & Support department and emphasizes teamwork, clear communication, and regular progress updates to the senior leadership team and ownership. The Director of Product and Support reports directly to the CEO, provides strategic oversight to various departments, and will assist with other duties as assigned to support the continued growth and success of the organization.

Leadership and Strategy

• Lead the Product & Support team, ensuring alignment with company goals and client requirements.

• Serve as part of the senior leadership team, contributing to company-wide strategic decisions.

• Develop and implement strategic plans for the Product & Support department.

• Collaborate cross-functionally to ensure product growth aligns with corporate objectives.

• Evaluate and adopt new technologies and tools to improve efficiency across the Product and Support teams.

• Identify and mitigate risks within the Product & Support operations.

• Prioritize assignments and monitor workflow in collaboration with teams.

• Continually refine processes to enhance team efficiency and scalability.

• Maintain open, proactive communication with the ownership team regarding the status and progress of ongoing projects.

• Manage departmental performance metrics, including KPIs like case close time, CSAT, and other support-related metrics.

Product Leads & Generalists

• Oversee the Product Leads & Generalists, ensuring product development aligns with client needs and market demands.

• Establishing the product lead team to focus on specific areas of the product, collaborating with them to engage with the community, develop help and process documentation, and provide leadership throughout.

• Drive the continuous improvement of the company's SaaS application, managing the product lifecycle and ensuring timely delivery of high-quality products.

• Work with the Product Leads & Generalists to prioritize product features and enhancements based on customer feedback, market trends, and internal requirements.

Documentation

• Manage all documentation related to the product, including help guides, trainer aides, and internal process documents.

• Ensure documentation is accurate, up to date, and user-friendly.

• Work with cross-functional teams to develop, refine, and audit departmental Standard Operating Procedures (SOPs) to maintain relevance and clarity.

Training

• Coordinate the creation and delivery of comprehensive training programs for internal badging, client onboarding, and ongoing client training.

• Ensure the training team develops and delivers content that is engaging, effective, and aligned with product updates and client needs.

• Audit and refine training materials, ensuring all content is aligned with current product versions and standards.

Content Design

• Collaborate with the Content Design team to create high-quality instructional.

• Ensure content produced is aligned with company branding and messaging.

• Maintain a consistent voice and style across all customer-facing content.

Customer Service & Technical Review

• Oversee the Customer Service & Technical Review team to ensure efficient handling of customer inquiries and technical issues.

• Implement strategies to improve response and resolution times for support tickets.

• Monitor the quality of support provided to customers, addressing any gaps or concerns, and ensuring adherence to KPIs.

• Conduct technical reviews for unresolved client issues, product bugs, and customization requests.

• Coordinate with other departments to resolve complex technical issues and ensure customer satisfaction.

• Manage after-hours support calls or plan after-hours coverage as required.

• Communicate directly with clients as necessary to provide support and address concerns.

Education & Experience

• 10+ years of experience in product management, customer support, SaaS operations, or a related field.

• 5+ years in a leadership role, managing cross-functional teams, including product managers, support teams, and training/content teams.

• Experience in SaaS, software development, or technology-driven environments.

• Background in aviation software, preferably WinAir Software

Skills & Aptitudes

• Excellent leadership, communication, and collaboration skills with the ability to work effectively across technical and business teams.

• Demonstrated ability to collaborate effectively across departments.

• Exceptional organizational and time management skills, capable of balancing multiple priorities and deadlines.

• Proficient with tools such as Jira, Confluence, and documentation management systems.

• Experienced in Agile methodologies and product lifecycle management.

• Analytical mindset, strong problem-solving capabilities, and attention to detail.

• Familiarity with software development processes, technical issue resolution, and principles of user experience.

Environment & Physical

• Candidate must reside in Ontario, Canada

• Work in a fast-paced environment with changing priorities

• Be able to work remotely and on-site upon request

• Be able to sit for prolonged periods

• Be able to travel (Required: valid driver's license and passport)

Why Work for Us?

We offer a competitive compensation package based on experience and a proven track record of success relative to the deliverables of the role. Benefits offered at WinAir include extended healthcare, dental, EAP, RRSP matching, etc.

We are also proud to offer a flexible work schedule, including "Summer Friday hours" maximizing good work-life balance, different social committee events, and quarterly Town Hall meetings to foster teamwork and a strong, long-lasting work relationship.

Do you want to hear more about what we can offer? Why not check out our website and see what is available? We are hiring for different roles and would love to hear from qualified individuals like yourself!

To Apply

Please submit your resume and a detailed cover letter explaining your experience, knowledge, and ability towards this career path, and why we need to speak with you.

Thank you in advance for your interest. Only those candidates selected for an interview will be contacted. If you require any accommodation at any point of recruitment process, please let us know.