CUSTOMER DIGITAL OPERATIONS SPECIALIST

Vueling; Viladecans; On-site; EUR 42,000 - 52,000; Full time

Job summary

Vueling, part of the IAG Group, seeks a Customer Digital Operations Specialist to ensure the stability and performance of customer-facing platforms. You will bridge business, technology, and external providers, coordinating incident resolution and driving operational excellence for a seamless customer experience across digital channels.

You will monitor platforms, coordinate investigations, and support new product rollouts while working with stakeholders to optimize processes and improve service

Qualifications

• Bachelor's degree or equivalent professional experience will be considered.
• Additional certifications related to Service Management, IT Operations or Digital Technologies will be valued.

Responsibilities

• Monitor performance, availability and health of digital platforms and systems.
• Coordinate investigation, tracking and resolution of incidents impacting customers.
• Escalate critical issues and ensure timely recovery with minimal disruption to services.
• Analyze recurring incidents to identify root causes and continuous improvement opportunities.
• Support rollout, adoption and readiness of new digital products and enhancements.
• Monitor service performance and identify operational risks in customer journeys.

Skills

English

Spanish

Incident management

Stakeholder coordination

Education

Bachelor's degree in Business Administration, Information Systems, Technology, Engineering or related discipline

Equivalent professional experience

Certifications in Service Management / IT Operations / Digital Technologies

Job description

At Vueling, we connect people, places and opportunities

As part of the IAG Group, we are one of Europe’s leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.

Mission

As a Customer Digital Operations Specialist, you will ensure the stability, performance and continuous improvement of customer-facing digital platforms and operational systems. Acting as a bridge between business, technology teams and external providers, you will coordinate incident resolution, support operational excellence and help deliver a seamless customer experience across digital channels.

Tasks & Responsibilities

• Monitor the performance, availability and operational health of customer-facing digital platforms and systems.
• Coordinate the investigation, tracking and resolution of incidents impacting customers or business operations.
• Escalate and follow up on critical issues, ensuring timely recovery and minimal disruption to customer services.
• Analyse recurring incidents and identify root causes and opportunities for continuous improvement.
• Support the rollout, adoption and operational readiness of new digital products, services and enhancements.
• Monitor service performance and proactively identify operational risks affecting customer journeys.
• Contribute to service resilience by supporting recovery and continuity processes for critical customer systems.
• Collaborate with stakeholders to optimise operational processes and improve customer experience.
• Produce operational insights and recommendations to enhance platform reliability, efficiency and service quality.
• Support the management of third-party vendors and technology partners to ensure service delivery standards are met.
• Ensure digital operations are aligned with business priorities in a fast-paced, customer-centric environment.

Academic Background

• Bachelor's degree in Business Administration, Information Systems, Technology, Engineering or a related discipline.
• Equivalent professional experience will also be considered.
• Additional certifications related to Service Management, IT Operations or Digital Technologies will be valued.

Experience

• 3-5 years of experience in Digital Operations, Service Management, Customer Support Operations, CRM Support, Helpdesk, QA, Customer Systems Support or similar environments.
• Experience supporting customer-facing platforms or business-critical systems.
• Proven experience coordinating incidents and working with multiple stakeholders across business and technology functions.
• Understanding of operational monitoring, service performance and continuous improvement practices.
• Professional proficiency in English.
• Professional proficiency in Spanish.

Vueling Values

• Make it happen
• Make it better
• Make it safe
• Make it cost-focused
• Make it customer-oriented
• Win together

Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.