About the role
AI summarisedThe Customer Operations Manager will oversee in-region delivery of services for the Trent 1000 fleet, ensuring fleet availability, seamless entry into service, and resolution of complex customer issues. Reporting to the VP Customer Operations, the role involves leading regional Customer Operations Officers and Airline Services Teams (ASTs), managing recruitment and task integration, and supporting customer account meetings with standardized operational content. The position is customer-facing but not primarily customer-aligned, operating within a shared-service model to meet contractual commitments and safety priorities.
AerospaceOnsiteServices
Key Responsibilities
- Define and deliver critical customer delivery plans for Trent 1000 fleet in accordance with Service Line & Engine Team policies
- Prioritise proactive outcomes such as coordinating stagger plans with EMC whilst managing reactive concerns
- Work directly with customers as required to achieve service delivery objectives
- Recruit, develop, and manage Airline Services Teams (ASTs) and where appropriate, facilities in-region
- Support Customer Account business meetings with appropriate and standardised operational content
- Lead the EIS process for new OE and transitioned fleets to ensure seamless operational readiness
- Define, prioritise, and sentence/allocate Services-related Customer complaints, SDFs, and Customer Satisfaction metrics
- Ensure all Services processes are performed to specification for Trent 1000 fleet and customers
- Lead regional Customer Operations Officers and ASTs to meet safety, contract commitment, availability assurance, and segmentation principles
Requirements
- Qualified to at least degree level or equivalent industry experience
- Good understanding of Rolls-Royce products and services
- Extensive experience working directly with customers and delivering to their expectations
- Experience operating in a complex global environment managing multi-national teams
- Very good understanding of services contracted with civil aerospace customer base
- Legal right to work in Singapore
- Ability to prioritise tasks in order of safety, contract commitment, availability assurance, and segmentation principles
- Experience in shared-service model operations integrating Service Line and Engine Team deliverables
- Capability to lead regional teams in a customer-facing but not primarily customer-aligned role
- Familiarity with Service Line needs specific to region (e.g. Specific Availability Services, dedicated IFS or OWS)