Job Description Customer Operations Manager Full Time / Flexible working patterns considered. Derby / Hybrid 3 days on-site What you will be doing: 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. The available role has a specific accountability to support European-based Trent 700 customers and to share the managerial support of our Lessors customers. The Customer Operations Manager will lead the regional Airline Support Teams (AST’s) and report to the VP – Customer Operations, Europe & Lessors. 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: Define & deliver critical customer delivery plans in accordance with Value stream business planning and policy. This will include the integration and execution of fleet campaign roll programs where required. Use influence, VOC and local knowledge to prioritise outcomes that are proactive (e.g. co-ordinating stagger plans in conjunction with Value Stream planning), whilst managing reactive concerns. Work directly with customers as required to achieve this. Recruitment, development and task management of Airline Services Teams (AST's) in region. 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. Work closely with MRO facilities and support teams to optimise engine readiness, customer communications of WiP and timely outputs. Support Customer Account business meetings with appropriate and standardised operational content. Lead the EIS process for transitioning fleets to provide seamless operational readiness for customers. Ensure successful and timely delivery of LessorCare services, including direct interface with Lessors. On-boarding of new Lessors to LessorCare. Point of escalation in priority disputes. Ensure prioritisation of high value/high importance service delivery tasks. Support Service Delivery during operational events (AOGs/potential AOGs - including coordination of inspections potentially leading to AOGs) Definition, prioritisation, and sentencing/allocation of Operations-related Customer complaints, SDFs and Customer Satisfaction metrics. Develop YOCOVA/e-commerce service delivery solutions to support medium-term growth and monetisation goals, especially around speed, efficiency and visibility of transitions which is vital to company Keep Engine Earnings objectives. Why Rolls-Royce? Work with us and we’ll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference. We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts. Hybrid working is a way in which our people can balance their time between the office, home or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, frequency will depend on business needs, nature of role, what works for the team and for the individual. Discover more on our GBS Service Portal about hybrid working. Who we are looking for: Being a part of Rolls-Royce you’ll know we put safety first, do the right thing, keep it simple and make a difference. These principles form our behaviours. They are an essential component of our assessment process and are fundamental qualities that we seek for all roles. Extensive experience working directly with customers, delivering to expectations with a good understanding of the services we have contracted with our civil aerospace customer base. Experience of operating in a complex global environment and managing multi-national teams An understanding of our customer’s engine-related operations and our current service delivery processes and organisation Familiarity of our MRO Network and processes Strong project management experience A digitally curious nature – experience of improving our tools and processes The professional level and the salary of the position will be dependent on the skills and experience of the successful candidate. It is advised that you inform your current manager of your application for this role. We are an equal opportunities employer. We’re committed to developing a diverse team 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 at Our people | Rolls-Royce Grade: Management Level C For further information please contact: Ian Hendry Recruiter: Cathryn Thomas Job Category Service Management Posting Date 27 Jan 2025; 00:01 Posting End Date 06 Feb 2025