Type of contract: Permanent

"Our people are the heart of Norwegian.
We embrace a culture of diversity ,equality and inclusion.
Embracing this culture is critical to our business success and makes us stronger together.
Our people have different knowledge, experiences, and backgrounds,
but all share a passion for our vision; to become the most loved and trusted airline in Europe”.

Are you our New VP Customer Support?

Join our Customer Care department as a dynamic leader, reporting directly to the SVP of Customer Care, at our headquarters in Fornebu, Norway.

In this role, you will set goals that harmonize team activities with our overall business strategy, fostering continuous performance development and a strong performance culture.

Youll ensure key performance indicators are met and seek opportunities to enhance efficiency and improvements through technology and innovation.

Your responsibilities will include overseeing daily operations to ensure efficiency and productivity, while harmonizing with the companys objectives. Youll lead, mentor, and develop key personnel to build a high-performing team, and build and maintain strong relationships with internal and external stakeholders.

If you are passionate about leadership, innovation, and building strong relationships, we encourage you to apply!

We can offer:

• Competitive company benefits including employee priced tickets
• Good pension and insurance schemes
• Set your footprint in a friendly working environment
• Passionately colleagues and an energetic and innovative working environment

You are our ideal candidate if

• You have the ability to see the big picture and develop long-term goals.
• You motivate and guide teams towards achieving company objectives.
• You are a strong team player.
• You have a minimum of 10+ years of leadership experience in customer service, preferably in the airline or travel industry.
• You have extensive experience managing large and culturally diverse operational teams in multiple international locations.
• You possess extensive knowledge of the entire airline operations chain and an airline-specific customer journey.
• You have knowledge of IT systems directly related to the area of responsibility.
• You have strong oral and written communication skills in English and Norwegian.

You will be responsible for:

• Monitor team performance, analyse industry trends, and competitive benchspans to identify areas of improvement and develop action plans.
• Implement and refine key performance indicators (KPIs) to measure customer satisfaction, operational efficiency, and team performance.
• Closely follow up and secure good and efficient communication between the teams in different office locations and within the area of responsibility.
• Ensure that all have correct skills and training to perform their tasks efficiently and with the required quality according to the company’s policies.
• Optimize the use of available resources in relation to language skills, workload, and task complexity.
• Evaluate current performance and systems with the SVP of Customer Care and implement procedures to maximize efficiency with a high “cost focus.”
• Develop and update necessary training manuals, guidelines, and user manuals describing all practices and procedures related to the area of responsibility.

This job will be for you if:

• You motivate and guide teams towards achieving company objectives.
• You make timely and well-informed decisions.
• You work effectively with others to achieve common goals.
• You assess complex situations and identify optimal solutions.
• You thrive in a fast-paced, dynamic environment and lead during times of change.
• You have strong leadership skills.

Important External Contacts:

• Key vendors
• Unions

Do you have any questions?

If so, please contact:

Edward Thorstad
SVP Customer Care
Email: edward.thorstadnorwegian.com

So, what are you waiting for?

If you love the thought of working with us, we encourage you to click the Apply Now button to complete our online application. You will need to upload a recent copy of your resume with a cover letter and tell us why you want to join us.

Please note: We can only accept applications that have been submitted through our recruitment system. We will accept Your CV and Cover letter, in both English or in a Scandinavian Language

“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”

We hope to welcome you on board!

Travel required: Some travelling must be expected

Application deadline: 09.03.25