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Airbus Logo Airbus · IT - Administration

Process and Performance Manager

Denmark, Copenhagen · Job Posted January 25, 2026
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Job Description

We are currently looking for a Process- and Performance Manager to join our Customer Resolution Services (CRS) Processes, Support & Training team in Copenhagen, Denmark. The team is part of the Process, Performance and Transformation team. Our operational CRS teams are responsible for Improvement and Transformation Projects, Process Mapping, Improvement & Training, Performance Management, Data Analytics and Operational Key User Support. Our mission is to support our operational colleagues in their daily business and to improve Customer Order Handling activities - always keeping an End to End (E2E) View.

Job Responsibility

  • Maintain and improve CRS process landscape in Symbio with the CRS Process Specialist Community and Process architects
  • Analyze end-to-end process performance regarding improvement and automation potential
  • Design new CRS processes compliant with Airbus and Satair Policies with partial/full automation support and align with all necessary stakeholders
  • Support and guide the global CRS Process Specialist Community within Satair
  • Maintain, update and improve CRS Process Landscape
  • Initiate, participate in and lead transformation initiatives and projects
  • Align with internal stakeholders on end-to-end processes
  • Participate in and deploy projects (both LBIP and agile)
  • Discover automation potential and support the automation of CRS processes
  • Secure process quality requirements and ensure transparency of automated processes and process steps
  • Provide training to internal customers regarding changes in the way of working
  • Manage system requirement definitions as well as validations

Requirements

  • Improver mindset
  • Self-driven and able to prioritize tasks
  • Confident in providing feedback and proposing solutions
  • Strong customer-centric mindset
  • Good listener and supportive of colleagues
  • Curiosity and solid foundation in Process Management
  • Knowledge of process mapping methods and process performance measurement
  • Experience leading or participating in process improvement initiatives or projects
  • Digital mindset, viewing digitalization and automation as opportunities
  • Experience in customer service organizations, including direct customer interactions
  • Experience with project management (stakeholder management, working in multifunctional/transnational teams) is a plus
  • Very good command of English, both written and spoken
  • Familiarity with Symbio is a plus
  • Experience working with SAP, Freshdesk or Jira is advantageous

Nice to have

  • Familiarity with Symbio
  • Experience working with SAP, Freshdesk or Jira
  • Experience with project management (stakeholder management, working in multifunctional/transnational teams)

What we offer

  • Competitive remuneration, including short term incentive bonus on all levels
  • Work/life balance: hybrid working, flex time, maternity/paternity/parental leave, 29 days of holiday + senior and flex days
  • Personal development: personalized development plans, large portfolio of learning solutions and many internal mobility opportunities, both locally and globally
  • Health and well-being: Health insurance, in-house canteen with many healthy options
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