Head Of Priority Customer Service

Head of Priority Customer Service

SAS Customer Service is made up of five teams across three countries: Vendor & Process Digital & Analytics Liability Operations and Priority Customer Service. Together these teams manage millions of customer interactions each year with a mission to deliver exceptional experiences through digitalization automation and process excellence. The Priority Customer Service Center plays a crucial role in ensuring that our most valued customers receive world-class service at every touchpoint. The team today consists of 22 colleagues including two team leads.

We are now seeking a skilled and engaging Head of Priority Customer Service to lead the team and continue delivering excellence.

Challenges you will work on:
Lead coach and inspire a high-performing team
Ensure top-tier service quality and drive KPI-based performance improvements
Optimize processes and workflows to reduce customer effort and increase productivity
Collaborate cross-functionally to resolve issues and enable seamless customer journeys
Analyze feedback performance data and customer insights to identify improvements
Champion a customer-centric culture ensuring service excellence at every interaction
Strategically plan and forecast staffing needs to maintain excellent service levels
Ensure real-time schedule adherence and adjust operational resources as required
Partner with training and support teams to secure ongoing capability development
Report on performance results and operational insights to senior management

The Team
The Priority Customer Service is a high-performing operation dedicated to our most valuable customers. The team is located across Oslo Copenhagen and Stockholm and you will ensure world-class service delivery through operational excellence quality assurance and continuous improvement driving both customer satisfaction and business results.

This role requires regular travel across our Scandinavian locations and previous experience working in a multi-site cross-border operational environment is considered a strong advantage.

To be successful we believe you have
Bachelors degree in Business Administration Marketing or related field (Masters preferred) or equivalent experience
Experience leading teams in a customer service center environment
Proven operational leadership skills with focus on efficiency and quality delivery
Strong analytical decision-making and communication skills
Passion for delivering exceptional customer experiences
Proficiency in CRM workforce management and other relevant service tools
Ability to thrive in a high-paced changing environment
Experience working across multiple countries or distributed teams is a strong plus
Having worked directly with customers and booking-related processes is essential this experience will strongly support you in succeeding in the role.

Why SAS

At SAS we offer extensive opportunities for professional development in an international fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits including:
Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
Health & Wellness: Access to health and wellness benefits including a newly renovated gym with complimentary classes such as CrossFit and yoga.
Discounts: Receive discounts from a wide range of brands as well as on transportation to and from airports airport shops hotels and car rentals.

Our Culture at SAS
At SAS we are dedicated to caring for each other delighting our travelers and driving the transformation towards sustainable aviation. As a future colleague on our team youll join a culture where we work collaboratively towards common goals recognize each others contributions and celebrate successes. Our focus is on safe sustainable and punctual execution and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive grow and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!

Additional information
Deadline for application: 18/11/2025. Please send us your CV as soon as possible as interviews are conducted continuously and the position may be filled before the application deadline.
Desired start date: Asap
Position: Fulltime (100%) starting with a 6-month probation period
Location: Scandinavia

Come and fly with us!