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 

• Bachelor's degree in Business Administration, Marketing, or related field (Master's 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.
 

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, you'll join a culture where we work collaboratively towards common goals, recognize each other's 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