Customer Operations Lead – Aircraft MRO

finnair; Vantaa; On-site; EUR 70,000 - 90,000; Full time

Job summary

Finnair seeks a Manager, Customer Operations to establish a new Customer Operations function within Component Maintenance Services. You will lead customer-facing operational processes across the maintenance value stream, ensuring uninterrupted support for Finnair operations and enabling growth of our external component maintenance business.

This role has no direct people leadership responsibilities but requires several years in customer operations, strong leadership, and English proficiency.

Qualifications

• Bachelor's degree or equivalent in engineering, aviation, supply chain, or related field.
• Several years of experience in customer operations, service delivery, maintenance operations, or technical B2B environments.
• Strong leadership and experience leading people, teams, projects, or cross-functional operational activities.
• Excellent customer communication and stakeholder management skills.
• Strong negotiating, conflict resolution, and prioritization skills.
• Strong analytical, and problem-solving skills.
• Several years of experience in process development, performance management, and continuous improvement.
• Strong English language skills, both spoken and written; Finnish is an advantage.

Responsibilities

• Lead and develop Customer Operations processes, performance, competence, compliance, and ways of working.
• Coordinate customer and operational priorities with Production, ensuring planning and execution consistently protect Finnair operational needs.
• Own customer onboarding and coordinate operational readiness for new customer agreements.
• Coordinate RFQs and quotations, ensuring timely technical, capacity, supply chain, and commercial inputs.
• Own customer order coordination from receipt through maintenance delivery and closure.
• Oversee the invoicing process related to component maintenance services, ensuring timely, accurate billing in cooperation with Finance and other stakeholders.
• Ensure proactive daily customer communication, status visibility, issue resolution, and escalation management.
• Develop standardized processes, KPIs, reporting, and digital ways of working.
• Contribute to Finnair's quality management system, compliance framework, and approved operational processes.

Skills

Leadership

Stakeholder management

Negotiation

Analytical thinking

Problem solving

Process development

Continuous improvement

English proficiency

Finnish language

Education

Bachelor's degree or equivalent (engineering, aviation, supply chain, or related field)

Job description

Finnair seeks a Manager, Customer Operations to establish a new Customer Operations function within Component Maintenance Services. You will lead customer-facing operational processes across the maintenance value stream, ensuring uninterrupted support for Finnair operations and enabling growth of our external component maintenance business.

This role has no direct people leadership responsibilities but requires several years in customer operations, strong leadership, and English proficiency.