Customer Operations Manager

Job Description

Accountable for in-region delivery of Services including fleet availability, flawless entry into service and resolution of complex customer issues. Operating in a shared-service model, the Customer Operations Manager will integrate Service Line and Engine Team deliverables to satisfy our customer commitments.

Reporting to the VP Customer Operations, tasks will be prioritised in order of safety, contract commitment, availability assurance and finally, segmentation principles. The Customer Operations Manager will lead regional Customer Operations Officers and ASTs to ensure that all Services processes are being performed to specification. The role will be customer facing but not primarily customer aligned.

At Rolls-Royce, we pioneer the power that matters to our customers, to society and to the planet.

We deliver the best jet engines in the world. Through intelligent innovation and active collaboration, we’re putting our customers at the forefront of the aviation industry – and we keep them there. Our product portfolio powers more than 35 types of commercial aircraft, and with over 13,000 engines in-service around the world; we’re keeping the world flying.

Key Accountabilities:

• Define & deliver critical customer delivery plans in accordance with Service Line & Engine Team policies. These will include focussed accountabilities for service line needs specific to a region (e.g. Specific Availability Services, dedicated IFS or OWS). This will also include the integration and execution of fleet campaign roll programmes. Use influence, VOC and local knowledge to prioritise outcomes that are proactive (e.g. co-ordinating stagger plans in conjunction with the EMC), whilst managing reactive concerns. Work directly with customers as required to achieve this.

• Recruitment, development and task management of Airline Services Teams (ASTs) - and where appropriate, facilities – in-region.

• Support Customer Account business meetings with appropriate and standardised operational content. Cadence in-line with segmentation principles.

• Lead the EIS process for new OE and transitioned fleets to provide seamless operational readiness for customers.

• Definition, prioritisation and sentencing/allocation of Services-related Customer complaints, SDFs and Customer Satisfaction metrics.

Qualifications:

• Qualified to at least degree level or equivalent industry experience.

• A good understanding of Rolls-Royce products and services.

• Extensive experience of working directly with customers and delivering to their expectations.

• Experience of operating in a complex global environment and managing multi-national teams.

• A very good understanding of the services we have contracted with our civil aerospace customer base.

We offer excellent opportunities to develop, along with a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Pioneer the performance of the future. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

Our People are our Power

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy here.

So that you can be your best at work and home, we’ll consider flexible working arrangements for everyone, in any role.

Rolls-Royce follows a merit-based employee recruitment process and does not charge/accept any payment/security deposit from candidates during the recruitment process. Candidates seeking employment with Rolls-Royce should be cautious of potentially fraudulent communications and offers from individuals and agencies purporting to be from, or acting on behalf of, Rolls-Royce.

Please refer to the Career section on the Rolls-Royce website to verify employment offers or vacancies. Rolls-Royce shall not be liable for any loss, damage or consequences that may arise from any communication or offer of employment not directly made by Rolls-Royce.

Rolls-Royce reserves the right to take legal action against any individuals or agencies acting on behalf of Rolls-Royce without authorisation.  

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