Satair - Head of Customer Resolution Services Asia Pacific and China

Job Description:

This job is based in Satair, if you want to know more about our business, please click here to find out more.

Job Objectives

As part of the Global Customer Resolution leadership team you will lead and shape the regional customer ordering management organization, ensuring high standards of customer service that drive strong customer satisfaction and operational excellence. Build cohesive, high-performing teams with a strong focus on people development, while contributing as part of the global leadership team to shape strategic decisions and create sustainable value for Satair and the region.

Job Responsibilities

Customer Experience Excellence strategy

• Navigate complex stakeholder friction across internal functions and key external accounts, orchestrating policy-compliant resolution strategies that secure long-term retention wins and maximize customer satisfaction.
• Develop and implement clear resolution management directives by partnering strategically with cross-functional and global stakeholders to drive organizational alignment, streamline decision-making, and ensure consistent alignment and execution across teams in delivering effective outcomes for external customers.

Leadership and Team Management

• Design the optimal team size, balancing productivity and sustainability, while anticipating increased automation and the adoption of AI to enhance efficiency and scalability.
• Build a high-performing, customer-focused team by promoting global alignment, continuous learning and fostering professional growth.
• Champion a culture of openness, collaboration, and active engagement that empowers employees, accelerates innovation, and supports the company’s long-term strategic objectives.
• Guide cross-functional global and local stakeholders - including Warehouse logistics, Supply Management, Product & Service Management, Sales and Support, and Finance — to align and collaborate effectively on issue resolution and drive timely, consistent outcomes.
• Negotiate, manage, and communicate service level agreements (SLAs) with internal and external stakeholders to ensure clarity, alignment, and consistent delivery against agreed commitments.

Operations and Efficiency

• Champion global continuous improvement initiatives, driving process optimization initiatives that improve operational efficiency and enhance customer satisfaction.
• Drive functional strategy and execution at the regional level as part of the global Customer Resolution Services (CRS) leadership team to ensure consistent performance, operational excellence, and customer-centric outcomes across regions.
• Lead regional change management initiatives, including high- priority strategic programs and cross-functional projects, to ensure effective adoption, alignment, and sustainable business impact.

Compliance, Risk Management & Safety

• Direct and govern internal and external audits within the functional area, as well as operational reviews, to ensure compliance with processes and adherence to global policies and standards.
• Set clear objectives aligned with company ethics, regulatory, legal, and aviation-specific compliance standards.
• Lead by example in demonstrating the highest standards of ethics, integrity, and compliance, fostering a culture of professionalism and accountability across the team.

Financial & Resource Management

• Manage regional OPEX and headcount budgets in accordance with Annual Operating Plans (AOP) and functional and local targets, in alignment with organizational priorities and financial governance frameworks.
• Participate in the development of commercial business cases by evaluating and optimizing functional headcount cost structures, while applying effective operational processes to enhance competitiveness and maximize success in securing customer contracts.

Job Requirements

• Bachelor in Business Administration, Supply Chain, Logistics or Production is preferred.
• Prior leadership experience within a similar size organization is preferred.
• Customer Service experience is an advantage.
• Technical and process oriented background with the ability to understand and interpret technical documentation.
• Experience working with SAP and a Ticketing tool (e.g Freshdesk) is an advantage.
• Customer-focused with strong communication, negotiation, and relationship-building skills.
• Excellent problem-solving skills and a strong ability to
  work in a fast-paced environment.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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