Process Manager Baggage Services - Infra

Type vacancy: Regular
Location: Schiphol Centrum
Hours per week: 32-40
Education level: HBO; WO
Apply by: 20-10-2026

The world is at your feet as a Process Manager Baggage Services Level 2 at KLM. You will work on interesting improvement projects within Baggage Services. For example, you will have a role in the design process of a new baggage hall, which we are undertaking together with Royal Schiphol Group and Vanderlande. You will also work on innovative solutions, such as robots and other machines that further reduce the physical strain on our employees, in both new and existing baggage halls. Additionally, within our portfolio and daily operations, we are increasingly making decisions based on data. Therefore, we work continuously on making the right data available, interpreting it, and combining it. You will help translate this data into clear insights, improvement proposals, and substantiated decisions.

You will work in a dynamic environment where logistics, technology, and people from our daily operations come together. At KLM, you will get the chance to constantly exceed yourself.

As a process manager, you lead trajectories and projects that improve the baggage process. These projects have an impact on our operational performance, costs, flight safety, employee satisfaction, sustainability, and the healthy employability of our employees. You work on multi-year plans that lead to major changes within aviation because we are at the forefront in many areas, but you also switch quickly when an operational problem requires a solution. You investigate complex process problems, analyze data, and follow relevant developments within and outside KLM. Based on this, you develop improvement proposals and innovative solutions. In doing so, you do not only look at one department or process step, but also monitor the coherence between the processes of Baggage Services and other parts of Ground Services.

You help substantiate and prioritize improvement initiatives and projects based on their expected value and required effort. Subsequently, you guide these from research and design to implementation, evaluation, and safeguarding. You advise the Baggage Services MT on process improvement, digitalization, and operational issues. Additionally, you can act as an epic owner, business delegate, or senior user within certain projects. You then translate needs from operations into clear functional requirements and monitor the value that a development delivers to the organization.

In project teams, you provide functional leadership to colleagues with different backgrounds and fields of expertise. You motivate and inspire stakeholders, from employees in operations to management, and ensure that everyone can make a good contribution. In doing so, you work together with, among others, Apron Services, Passenger Services, Planning & Control, Data & Technology Platform Ground, Royal Schiphol Group, and external suppliers such as Vanderlande. Being successful with us is teamwork.

Furthermore:

• you represent the interests of Baggage Services in projects that affect multiple departments or processes;
• you bring overview and structure to the coherence between the operational handling processes of Ground Services;
• you advise clients and the management of Baggage Services on complex process issues, project choices, and improvement opportunities;
• together with management, you determine which data insights are needed and, among other things, develop dashboards in PowerBI using (self-made queries in SQL);
• you ensure that process improvements are carefully implemented, evaluated, and safeguarded, with attention to people, safety, environment, and security.

You report to the Head of Projects & Process Improvements.

You work at Schiphol within the KLM Ground Services division. Ground Services provides the ground handling for KLM flights and flights of various partners. This includes, among other things, the check-in and boarding of local and transfer passengers, the aircraft turnaround, loading, and baggage logistics at Schiphol. Within Ground Services, Baggage Services is responsible for the execution of and the management of all baggage processes for KLM and its partners. The position of process manager falls under Process & Project Support. This department supports all of Baggage Services with analyses and process and project management. Together, you work on reliable and efficient baggage processes that meet the agreements made regarding cost and quality. You work in a pleasant team in perhaps the most challenging logistical environment in the Netherlands. You are given a lot of freedom to shape your role and work together with colleagues from operations, management, digital teams, and various internal and external partners.

Depending on the workload and your experience, you may work on a specific topic for a longer period. Think of developing data insights, projects with Royal Schiphol Group, the mechanization of physical work, the digitalization of operational processes, or the continuous improvement of processes that affect multiple units.

You quickly map out where a process is stalling and investigate which causes and interests play a role. Subsequently, you translate complex information and data into clear advice or a practical improvement proposal. You switch easily between strategic plans and issues from daily operations. In project teams, you provide structure, clear agreements, and progress. You listen to different perspectives and know how to involve both operational employees and management in changes. Even without a formal managerial position, you get people moving. You share your knowledge in an accessible way and help colleagues to apply improvements permanently.

Furthermore:

• you have a university-level (WO) working and thinking level, preferably with a technical or business administration background;
• you have extensive relevant experience with project management, product development, and systematic process improvement, for example with lean and agile working;
• you have demonstrable experience in leading projects that affect multiple departments;
• you have experience in implementing and safeguarding changes within a complex operational or logistical environment;
• you have knowledge of complex logistical processes and can oversee the coherence between different process steps;
• you have experience in combining and visualizing data from different databases and can work with SQL and a data visualization program such as Spotfire/PowerBI; you have an affinity with digitalization, automation, and IT-related change trajectories;
• you have experience as an advisor and sparring partner for clients and management;
• you speak and write excellent Dutch and English.

Your profile is completed with the following competencies: taking initiative, planning and organizing, interpersonal sensitivity, persuasiveness, problem-analytical action, and collaboration.

• A challenging role at a unique Dutch company;
• A gross salary between € 4,348.98 and € 6,212.83 gross per month;
• Plenty of room for personal development and great growth opportunities;
• Shift allowance up to 30%;
• An excellent pension scheme;
• 8% holiday allowance;
• An end-of-year bonus of 8.33%;
• A profit-sharing scheme, up to 20%;
• 25 vacation days and 5 extra days off;
• Significant discount on flight tickets (if you have been employed for at least 6 months);
• A sustainable transport policy, including 100% free travel to work via Public Transport (within the Netherlands);
• If your position allows it: working from home and working from abroad for up to 8 weeks (EU and Caribbean region);
• Discount on your health insurance;
• A budget for sustainable employability.

Then do not wait any longer, and apply for the 'final boarding call' on 20-10-2026!
You do not need to write a motivation letter; during your online application, we will ask you some targeted questions. Your application procedure consists of two interviews, possibly an assessment (including a capacity test), and an extensive security investigation. The 1st round of interviews will take place on: Thursday, October 29, 2026, in the afternoon.

Candidates who are positively selected for the first interview will receive an email in which they can choose a suitable time slot for the interview themselves. This keeps the process fast and clear, and gives you control over your schedule. You will hear from us within two weeks after the vacancy closes.

You can log in to your personal candidate profile at any time. Here you will 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.

Did you know that according to research, women are less likely to apply than men if they do not meet all the job requirements? A pity. Because 'the perfect candidate' is, in our view, a myth. So, do you have the drive to still grow in some aspects of this role? We look forward to your application.

A reference check may be part of the application procedure.

If you want to know more about the position, please contact the hiring manager. Call or email the recruiter for questions about the application procedure. In both cases, do not forget to mention the vacancy number: #22571. At KLM, we believe in the power of diversity. Do you want to read more about this topic? View our statement.

Robbert van Amerongen: ROBBERT-VAN.AMERONGEN@KLM.COM

Monir Modderman: MONIR.MODDERMAN@KLM.COM or +31 638320544

We do not appreciate recruitment based on this vacancy.