Disruption Solutions Lead - Customer Experience & Rerouting

Finnair; Vantaa; On-site; EUR 60,000 - 85,000; Part time

Job summary

Finnair is seeking a Customer Solution Lead to join the Solution Management organization. You will drive delivery of customer care during disruptions while coordinating with stakeholders and ensuring cost-effective solutions with minimal customer impact.

The role requires strong problem-solving, the ability to handle high-pressure situations, and excellent Finnish/English communication. Shift work across 24/7 hours is expected.

Qualifications

• Good understanding of airline industry and end-to-end customer service processes, tools, and regulations.
• Strong problem-solving skills and high stress tolerance.
• Excellent verbal and written communication in Finnish and English.

Responsibilities

• Lead delivery of customer care during disruptions and coordinate with stakeholders.
• Minimize rerouting costs and protect customer experience.
• Collaborate with Long-Term Solution Managers on long-term disruption handling.
• Execute and communicate the disruption policy to customers.
• Support 24/7 shift operations and rapid decision-making.

Skills

Problem-solving

Stress tolerance

Communication (Finnish & English)

Shift work (24/7)

Altea CM system skills

Education

High school graduate, Bachelor’s degree preferred

Tools

Altea CM

Amadeus routing tools (OPR SLO DT)

Job description

Finnair is seeking a Customer Solution Lead to join the Solution Management organization. You will drive delivery of customer care during disruptions while coordinating with stakeholders and ensuring cost-effective solutions with minimal customer impact.

The role requires strong problem-solving, the ability to handle high-pressure situations, and excellent Finnish/English communication. Shift work across 24/7 hours is expected.