Manager, Customer Operations

Finnair Oyj; Vantaa; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Wide leisure travel benefit

Sickness Fund insurance benefit

Epassi (sport, culture, wellbeing and 

Job summary

Finnair is seeking a Manager, Customer Operations to establish and develop a new Customer Operations function within Component Maintenance Services, leading customer-facing operational processes to support Finnair operations and driving growth in external maintenance partnerships.

The role interfaces with Customer Operations, Business Development, Engineering, Production and Supply Chain, ensuring invoices are accurate and delivery is aligned with strategic needs.

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 other technical B2B environments.
• 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.
• Experience in process development, performance management, and continuous improvement.
• Strong English language skills; Finnish is an advantage.
• Experience in aircraft component maintenance or regulated technical environments 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 protect Finnair operational needs.
• Own customer onboarding and coordinate readiness for new customer agreements.
• Coordinate RFQs and quotations with inputs from technical, capacity, and commercial teams.
• Own customer order coordination from receipt through maintenance delivery and closure.
• Oversee invoicing for component maintenance services in cooperation with Finance.
• Ensure proactive daily customer communication, status visibility, and issue resolution.
• Develop standardized processes, KPIs, reporting, and digital ways of working.
• Contribute to Finnair's quality management system and compliance frameworks.
• Monitor service performance and drive corrective actions with customers.
• Identify customer needs and upsell opportunities in cooperation with Sales.

Skills

Leadership

Customer operations

Stakeholder management

Process development

Analytical thinking

English language

Education

Bachelor's degree in engineering, aviation, supply chain

Tools

ERP systems

Job description

Finnair is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: With our heart in Finland, we make every journey better, today and tomorrow. Our values – Always Safe, Customer at Heart and Stronger Together – guide us in everything we do.

Finnair Technical Operations division's task is to execute Finnair's flight operations safely, economically, and in a reliable manner. Finnair Technical Operations is responsible for the airworthiness of the Finnair fleet. The key objectives of Technical Operations are safety, reliable flight operations, and cost-efficient maintenance processes. Component Maintenance Services is part of Technical Operations, and its main responsibility is to repair and overhaul a wide variety of components from different aircraft systems.

Are you passionate about customer experience, operational excellence, and building new ways of working?

We are now looking for a

MANAGER, CUSTOMER OPERATIONS

to establish and develop a new Customer Operations function within Component Maintenance Services.

This newly created role is a key part of the revised operating model of Component Maintenance Services. You will lead customer-facing operational processes throughout the maintenance value stream while ensuring uninterrupted support for Finnair operations and enabling the continued growth of our external component maintenance business. Please note that this position does not have direct people leadership responsibilities.

As Manager, Customer Operations, you will act as the primary operational interface between our Component Maintenance customers, Business Development, Engineering, Production, and Supply Chain. You will ensure that customer commitments are translated into coordinated operational delivery, customer priorities are balanced with operational requirements, invoices are generated accurately and on time, and production planning consistently safeguards Finnair operational needs.

This position is planned to start in early 2027, with the exact start date to be agreed upon with the selected candidate.

In this role, you will:

• 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, ensuring customer-facing activities are performed in accordance with company and regulatory requirements.
• Monitor service performance and customer feedback and drive corrective and continuous improvement actions with customers.
• Support business growth by identifying customer needs, upsell- and new service -opportunities in cooperation with Sales and Business Development.

To succeed in this role, we hope you have:

• Relevant bachelor’s degree or equivalent experience 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.
• Several years of experience in process development, performance management, and continuous improvement.
• Strong English language skills, both spoken and written. Finnish is considered as an advantage.
• Experience in aircraft component maintenance, MRO operations, or other regulated technical environments is considered an advantage.

Working at Finnair:

We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.

We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi (sport, culture, wellbeing and commuting benefit), gyms around the Finnair campus and activities organized by our hobby clubs.

• wide leisure travel benefit
• Sickness Fund insurance benefit
• Epassi (sport, culture, wellbeing and commuting benefit)
• gyms around the Finnair campus
• activities organized by our hobby clubs

Why join us?

This is a unique opportunity to build and shape a new function within Finnair Technical Operations, driving operational reliability, customer satisfaction, business growth, and the development of future capabilities that support Finnair's strategy and fleet renewal.

If you are motivated by customer success, operational leadership, continuous improvement, and the opportunity to build something new, we would be excited to hear from you.

Please note that the hiring process includes a pre-employment security clearance and a drug test.

For more information , please contact Matti Karttunen (Head of Component Maintenance) by phone [phone] on the specified hours stated below (EEST):

• Thursday, 8 October between 3pm to 4pm
• Thursday, 15 October between 1pm to 2pm

Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success. According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.