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Airbus Logo Airbus · IT - Administration

Process and Performance Manager

Denmark, Copenhagen · Job Posted February 23, 2026
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Job Description

Process- and Performance Manager to join Customer Resolution Services (CRS) Processes, Support & Training team. The team is responsible for Improvement and Transformation Projects, Process Mapping, Improvement & Training, Performance Management, Data Analytics and Operational Key User Support. The mission is to support 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 together 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
  • Take part in the CRS Process Specialist Community
  • 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
  • Confidence in speaking up, providing feedback, and proposing solutions
  • Strong customer-centric mindset
  • Good listener who supports colleagues
  • Open communication
  • Curiosity
  • 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
  • Very good command of English, both written and spoken
  • Experience in customer service organizations with direct customer interactions (valued)
  • Experience with project management, stakeholder management, and working in multifunctional/transnational teams (considered a plus)
  • Familiarity with Symbio (a plus)
  • Experience working with SAP, Freshdesk, or Jira (advantageous)

Nice to have

  • Familiarity with Symbio
  • Experience working with SAP, Freshdesk or Jira
  • Experience in customer service organizations including direct customer interactions
  • Experience with project management such as stakeholder management and working in multifunctional or transnational teams

What we offer

  • Competitive remuneration including short term incentive bonus on all levels
  • Hybrid working
  • Flex time
  • Maternity/paternity/parental leave
  • 29 days of holiday + senior and flex days
  • Personalized development plans
  • Large portfolio of learning solutions
  • Many internal mobility opportunities both locally and globally
  • Health insurance
  • In-house canteen with many healthy options
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