Location: Beijing
Reporting line: Vice President Customer Operations – Matt Chivers

The Customer Operations Manager is accountable for the delivery of contracted Services, the resolution of complex customer issues and the proactive mitigation of operational risk.

As part of Aftermarket Operations, they will work directly with the Value Streams and the On-Wing and Off-Wing teams to deliver best in class Services to our customers and to transform customer satisfaction.  

Reporting to the VP – Customer Operations, tasks will be prioritised in order of safety, contractual commitment and fleet health based on segmentation principles.  

The Customer Operations Manager will lead Customer Operations Officers and ASTs within the Regional teams. 

They will work with the Account Teams to execute account strategies.  The role will be product aligned and directly communicates with customers on their operations

Responsibilities:
1. Define and deliver critical customer delivery plans in accordance with On-Wing and Off-Wing teams and Value Stream policies.
2. Recruitment, development and task management of Airline Services Teams (ASTs) - and where appropriate, facilities – in-region.
3. Support the planning cycle with validation of key service parameters and a 'fit for customer' planning output, ensuring it is fully communicated to the customer base.
4. Support Customer Account business meetings with appropriate and standardised operational content.
5. Lead the EIS process for new OE and transitioned fleets to provide seamless operational readiness for customers.
6. Support Service Delivery during operational events (AOGs/potential AOGs - including coordination of inspections potentially leading to AOGs).
7. Definition, prioritisation and sentencing/allocation of Services-related Customer complaints, SDFs and Customer Satisfaction metrics.

Requirements:
1. Qualified to at least degree level or equivalent industry experience.
2. A good understanding of Rolls-Royce products and services.
3. Extensive experience of working directly with customers and delivering to their expectations.
4. Experience of operating in a complex global environment and managing multi-national teams.
5. An understanding of our customer’s engine-related operations.x`
6. A very good understanding of the services we have contracted with our civil aerospace customer base.
7. An understanding of our current service delivery processes and organisation.
8. Strong project management experience.
9. A digitally curious nature – experience of improving our tools and processes.