The world is at your feet as Process Manager Baggage Services Level 2 at KLM. You work on exciting improvement projects within Baggage Services. For example, you will play a role in designing a new baggage hall together with Royal Schiphol Group and Vanderlande. You will also contribute to innovative solutions, such as robots and other machines that further reduce the physical strain on our colleagues in both new and existing baggage halls. Across our portfolio and daily operations, we increasingly use data to inform our decisions. That is why we continuously work to make the right data available, interpret it and bring it together. You help turn this data into clear insights, improvement proposals and informed decisions.

You work in a dynamic environment that brings together logistics, technology and colleagues from our daily operations. At KLM, you have the opportunity to keep challenging yourself and developing your potential.

As a process manager, you lead initiatives and projects that improve baggage handling. These projects affect our operational performance, costs, flight safety, employee satisfaction, sustainability and our colleagues’ ability to stay healthy and fit for work. You contribute to long-term plans that drive major changes in aviation, as we lead the way in many areas. You also respond quickly when an operational issue needs a solution. You investigate complex process problems, analyse data and keep track of relevant developments within and outside KLM. You use your findings to develop improvement proposals and innovative solutions. You look beyond individual departments and process steps, ensuring that the processes within Baggage Services align with those across other parts of Ground Services.

You help build the case for improvement initiatives and projects and prioritise them based on their expected value and the effort required. You then guide them from research and design through to implementation, evaluation and embedding the improvements in daily operations. You advise the Baggage Services management team on process improvement, digitalisation and operational issues. In some projects, you may also take on the role of epic owner, business delegate or senior user. In these roles, you translate operational needs into clear functional requirements and ensure that developments deliver value for the organisation.

Within project teams, you provide functional leadership to colleagues from different backgrounds and disciplines. You motivate and inspire stakeholders, from operational colleagues to management, and help everyone contribute effectively. You collaborate with Apron Services, Passenger Services, Planning & Control, Data & Technology Platform Ground, Royal Schiphol Group and external suppliers such as Vanderlande. Success here is a team effort.

Furthermore:

• you represent the interests of Baggage Services in projects that affect multiple departments or processes;
• you provide clarity and structure around the connections between Ground Services’ operational handling processes;
• you advise project sponsors and Baggage Services management on complex process issues, project choices and opportunities for improvement;
• you work with management to identify the data insights needed and develop dashboards in Power BI, using tools such as SQL queries you write yourself;
• you ensure that process improvements are carefully implemented, evaluated and embedded, with attention to people, safety, the environment and security.

You report to the Head of Projects & Process Improvements.

You work at Schiphol within KLM’s Ground Services division. Ground Services handles KLM flights and flights operated by various partners. This includes check-in and boarding for passengers starting their journey at Schiphol and those transferring, aircraft turnaround, loading and baggage logistics at Schiphol. Within Ground Services, Baggage Services is responsible for delivering and coordinating all baggage processes for KLM and its partners.

The process manager role sits within Process & Project Support. This department supports all of Baggage Services with analysis and process and project management. Together, you work on reliable, efficient baggage processes that meet agreed cost and quality standards. You join a welcoming team in what may be the Netherlands’ most challenging logistics environment. You have considerable freedom to shape your role and work with operational colleagues, management, digital teams and a range of internal and external partners.

Depending on the work available and your experience, you may focus on a particular topic for an extended period. Examples include developing data insights, projects with Royal Schiphol Group, mechanising physical tasks, digitalising operational processes or continuously improving processes that span multiple units.

You quickly identify where a process is getting stuck and investigate the underlying causes and the interests involved. You then translate complex information and data into clear advice or a practical improvement proposal. You move easily between strategic plans and issues arising in daily operations. In project teams, you provide structure, establish clear agreements and keep work moving forward. You listen to different perspectives and engage both operational colleagues and management in change. You can get people involved and moving forward even without formal management authority. You share your knowledge in an accessible way and help colleagues make improvements last.

Furthermore:

• you work and think at university level, preferably with a background in engineering or business administration;
• you have extensive relevant experience in project management, product development and systematic process improvement, for example through lean and agile ways of working;
• you have demonstrable experience leading projects that affect multiple departments;
• you have experience implementing and embedding change in a complex operational or logistics environment;
• you understand complex logistics processes and can see how different process steps connect;
• you have experience combining and visualising data from different databases and can work with SQL and a data visualisation tool such as Spotfire or Power BI; you have an affinity for digitalisation, automation and IT-related change initiatives;
• you have experience advising project sponsors and management and acting as a sounding board for them;
• you have an excellent command of written and spoken Dutch and English.

The following competencies complete your profile: taking initiative, planning and organising, interpersonal sensitivity, influencing, problem analysis and collaboration.

• A challenging role with a unique employer in the Netherlandss;
• A gross monthly salary between €4,348.98 and €6,212.83;
• Plenty of room for personal development and great advancement opportunities;
• A good pension scheme;
• 8% holiday allowance;
• A year-end bonus of 8.33%;
• A profit-sharing scheme, up to 20%;
• 25 days of paid holiday and 5 additional days off;
• Great discounts on airline tickets (after at least 6 months of employment);
• A sustainable transport policy - use all public transport for your commute within the Netherlands, free of charge;
• If your job allows: working from home and up to 8 weeks working abroad (within the EU and Caribbean);
• Discount of your health insurance;
• A personal budget for sustainable employability.

Don’t wait any longer and apply for this function before the final boarding call on 10/20/2026! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. The application process consists of two interviews, a possible assessment (including an aptitude test), and a comprehensive security screening. The first round of interviews will take place on: Thursday the 29th of October in the afternoon.Candidates who are positively selected for the first interview will receive an email allowing them to choose a suitable time slot themselves. This keeps the process fast and clear, and puts you in control of your schedule. You'll hear from us within two weeks after the vacancy closes.Through your personal candidate profile, you can log in at any time. There you'll find the vacancy you applied for - even after it has closed - as well as a clear dashboard with any other ongoing applications within KLM, including status updates.Do you have the drive to grow further in this role? Then we look forward to your application. Within two weeks, you will receive a message from us. Did you know that according to research, women are less likely to apply than men when they don't meet all the job requirements? What a shame. Because, in our view, 'the perfect candidate' is a myth. So, if you have the drive to grow in aspects of this role, we look forward to your application. A reference check can be part of the application procedure.