FHS Customer Operations Manager
Sydney - Qantas Office
About the role
The Airbus Flight Hours Service (FHS), FHS Customer Operations Manager, is responsible for the end-to-end operational management, oversight, and contract performance of Flight Hour Services (FHS) and Total Support Package (TSP) Component contracts. In this role, you will act as the primary local operational link between the organisation and its airline customers, monitoring service delivery, managing retrofit programs, resolving supply chain challenges, and driving continuous improvement to ensure maximum customer satisfaction, contract adherence, and operational excellence.
Key Responsibilities
Primary Responsibilities
- Drive day-to-day FHS operational performance and manage local customer interfaces to secure high levels of customer satisfaction.
- Measure, analyse, and report FHS component operational performance against contracted KPIs (operational, quality, and cost metrics).
- Serve as the main customer entry point for tracking retrofit programs in collaboration with the Retrofit Monitoring and Inventory team. Escalate issues and communicate action plans to resolve supply chain bottlenecks.
- Secure on-time delivery of core units by customers to protect operational flows and commercial performance.
- Lead EIS planning and work streams (using Agile and traditional methodologies). Prepare core deliverables using the EIS toolkit (e.g., Interface Manuals, customer-specific requirements, and IT tool initialization).
- Define, prioritise, and drive targeted improvement plans to resolve operational performance shortfalls.
Secondary & Collaborative Responsibilities
- Prepare operational inputs and actively participate in PMRs with customer management, led by the Customer Program Manager (CPM).
- Partner with Continuous Improvement teams and global multifunctional teams to analyse root causes, establish corrective actions, and resolve non-quality events.
- Provide accurate operational data to the CPM to optimise the commercial performance and growth of the agreement.
About You
- Bachelor's Degree in Aerospace Engineering, Aircraft Maintenance, Logistics, Supply Chain, or a related technical discipline.
- 5+ years of total professional experience, including at least 2 years in component repair control (preferably within aerospace).
- Direct experience working with OEMs, Suppliers, or MRO operations.
- Understanding of Airline Operations and/or Power-by-Hour (PBH) services.
- Solid knowledge of Maintenance Information System (MIS) principles.
- Ability to leverage AI tools and digital automation to streamline data reporting.
Desirable Skills
- Hands-on experience with industry Maintenance Information Systems such as AMASIS or SAP.
Personal & Interpersonal Competencies
- Strong ability to manage customer expectations and navigate complex client relationships.
- Highly organised with a structured methodology, capable of thriving in a dynamic, fast-paced environment.
- Excellent team spirit with a willingness to lead cross-functional initiatives.
- Exceptional verbal and written English communication skills.
About Us
Airbus is a global leader in aeronautics, space and related services. With a workforce of 130,000 Airbus offers the most comprehensive range of passenger airliners around. Airbus Australia Pacific (AAP) is the region's largest helicopter business, employing people across multiple locations in Australia and New Zealand. With the largest market share in civilian and military helicopters, the company supports more than 500 Airbus Helicopters and is well recognised as a leading Through-Life-Support provider in military fixed wing and helicopter platforms.
Why us?
Here at Airbus we offer a holistic, competitive framework that recognises performance and rewards outcomes. This includes offering you meaningful benefits that support your health and wellbeing, your work life balance and your bank balance.
Some of our benefits include:
- Shopping discounts across hundreds of retailers
- Generous parental leave entitlements
- Travel discounts for flights, rental cars and accommodation
- Novated leasing options with two providers
- Free onsite parking
- A commitment to your professional development through classroom and online learning
Female applicants, people of Aboriginal or Torres Strait Island descent and ex-defence personnel are encouraged to apply.
Application Closing Date: TBC
Please note: Position may close prior to close date so don't delay apply now!
You must be eligible for an Australian Government Security Clearance and have the capacity to satisfy pre-employment medical screening which may include drug and alcohol testing.
