Customer Operations Lead, Aviation Maintenance

Finnair Plc; Finland; On-site; EUR 90,000 - 120,000; Full time

Job summary

Finnair seeks a Manager, Customer Operations to establish and develop 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.

The role requires several years of experience in customer operations or related fields, strong leadership, and excellent English; Finnish is a

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, supply chain, aviation, or another technical B2B environment.
• Strong leadership capability 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.
• Finnish is considered as an advantage.
• Experience in aircraft component maintenance, MRO operations, or other regulated technical environments is considered 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, and transparent 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 the continuous development and effective implementation of Finnair's quality management system, compliance framework, and approved operational processes.

Skills

Leadership

Customer communication

Stakeholder management

Negotiation

Analytical thinking

Continuous improvement

Education

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

Job description

Finnair seeks a Manager, Customer Operations to establish and develop 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.

The role requires several years of experience in customer operations or related fields, strong leadership, and excellent English; Finnish is a