Job Title: Workflow Manager – In-Service Engineering Daily Repairs

Overview

Lead the In-Service Engineering Daily Repairs team (Fuselage) as Workflow Manager, orchestrating 24/7 customer support by managing query backlogs, engineering capacity, operational risks and communication across global Customer Service teams, subcontractors and international Design Offices.

What you'll do

• Act as the core operational bridge between technical operations, account managers, engineering leads and international design offices (BLR/EU/UK/China/USA).
• Establish and drive governance and reporting intervals with Customer Services and global Design Offices to monitor performance and deliver value-add initiatives.
• Manage expectations of internal Customer Service stakeholders demanding immediate resolution, balancing diplomacy with engineering constraints.
• Ensure a continuous feedback loop of in-service experiences, chronic maintenance issues and significant fleet challenges to management, suppliers and design organizations.
• Track real-time engineering availability, shift patterns and workloads to ensure SLA compliance and optimum team utilization.
• Project and anticipate operational risks from capacity crunches, workload forecasts or supplier disruptions, and propose corrective actions.
• Analyze operational dashboards (using Airbus data analytics tools such as Skywise) to identify processing bottlenecks and recommend targeted team or engineer upskilling.
• Efficiently route incoming technical queries from global customer services to engineering teams based on affected ATA chapters, ensuring Time and Quality targets.
• Prioritize the engineering backlog based on safety implications, operational urgency and airline tier rather than first-come, first-served.
• Evaluate priority and complexity of incoming topics, distinguishing routine maintenance queries from AOG situations requiring swift escalation.
• Define priorities in cooperation with Customer Services teams, track progress and manage changes arising from operational constraints.
• Identify and lead workflow improvement initiatives, looking for transverse harmonization.
• Monitor KPIs such as On Time Delivery (OTD) and effort per unit, triggering root cause assessments and corrective actions on deviation.
• Create clear, precise, high-impact presentations on complex operational and technical topics for stakeholders and forums.
• Propose, drive and support process optimization and automation ideas to reduce unit cost and improve daily operational efficiency.
• Use existing and past databases to predict operational capacity and optimum resource balance.
• Anticipate risks, propose mitigation actions, and escalate timely to the right level.

What you'll need

• Bachelor's degree (4-year program) in Aerospace, Mechanical, Electrical, Civil, Production, Industrial Engineering or Project Management (or equivalent).
• 10+ years of professional experience in airline operations, aerospace manufacturing, MRO, or fleet technical support role and project management.
• Proven ability to remain calm, analytical and clear-headed during high-pressure, time-critical AOG situations.
• Strong solution orientation and capability to translate customer requirements into operational deliverables and prioritize accordingly.
• Advanced interpersonal, negotiation and conflict-resolution skills without being authoritative, with empathy, humility and strong presentation skills in oral and written English.
• Ability to collaborate within a team to build trust and to work independently when required.
• Adaptable, reliable and tenacious, embracing continuous learning and handling short-term (hourly) to long-term (yearly) operational challenges.
• Strong foundational knowledge of commercial aircraft systems and familiarity across various ATA Chapters.
• Understanding of Design, Stress, Methods and Principles, and Airworthiness requirements when designing aircraft structure.
• Experience with, or strong aptitude for, data analytics platforms and dashboard management.
• Very good communication and influencing skills.
• Ability to manage high-volume task allocations, balance team bandwidth and resolve operational bottlenecks to ensure On-Time Delivery.
• Prioritization of critical technical queries and tracking of SLAs through robust risk and escalation management.

Nice to have

• Experience with Skywise.
• High familiarity with aviation documentation (e.g., AMM, SRM, IPC, MEL) and global regulatory frameworks (EASA, FAA, etc.).
• Ability to quickly master the technical competencies of the engineering team (Avionics, Structures, Propulsion, Cabin) and understand internal sign-off authorities.
• Robust understanding of airline operations, maintenance environments and aircraft leasing or service structures.

Details

• Willingness and ability to travel internationally for business as required.
• Employment type: Permanent.
• Experience level: Professional.
• Job family: Customer Eng. & Technical Support & Services.