Lead, Customer Operations - Aircraft Components

Finnair Plc; Vantaa; Hybrid; EUR 110,000 - 140,000; Full time

Benefits offered by this job

Leisure travel benefit

Sickness Fund insurance

Epassi (wellbeing benefits)

Gym access around campus

Job summary

Finnair seeks a Manager, Customer Operations within Component Maintenance Services to establish and lead a new function coordinating customer-facing operations across Maintenance, Production, Supply Chain and Finance. The role starts early 2027 and focuses on operational delivery rather than direct people leadership to support Finnair's growth.

You will own onboarding, RFQ coordination, invoicing oversight, and proactive customer communication, while driving standardization, KPIs, and compliance

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 environment.
• Strong leadership, negotiation, and communication skills.
• Fluent in English; Finnish is an advantage.
• Experience in aircraft component maintenance or regulated environments is a plus.

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 protects Finnair operational needs.
• Own customer onboarding and readiness for new customer agreements.
• Coordinate RFQs and quotations with timely technical, capacity, supply chain, and commercial inputs.
• Own customer order coordination from receipt through maintenance delivery and closure.
• Oversee invoicing process with Finance and other stakeholders to ensure timely, accurate billing.
• 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 quality management system, compliance framework, and approved operational processes.
• Monitor service performance and customer feedback and drive corrective actions with customers.
• Support business growth by identifying customer needs and upsell opportunities with Sales and Business Development.

Skills

Leadership capability

Customer communication

Stakeholder management

Negotiation

Conflict resolution

Prioritization

Analytical thinking

Process development

Continuous improvement

English language

Education

Bachelor's degree in engineering / aviation / supply chain

Job description

Finnair seeks a Manager, Customer Operations within Component Maintenance Services to establish and lead a new function coordinating customer-facing operations across Maintenance, Production, Supply Chain and Finance. The role starts early 2027 and focuses on operational delivery rather than direct people leadership to support Finnair's growth.

You will own onboarding, RFQ coordination, invoicing oversight, and proactive customer communication, while driving standardization, KPIs, and compliance