Head of 24/7 Customer Service & Disruption Ops

Vueling; Viladecans; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Vueling, part of the IAG Group, seeks a leader for the Customer Service 24/7 organization focused on disruption management and recovery. You will coach Duty Managers, oversee risk assessment, and coordinate across functions to ensure effective customer support during disruptions.

The role drives the adoption of AI-enabled tools, ensures governance and training, and delivers improved customer outcomes while protecting the brand and optimizing costs.

Qualifikationen

• 5+ years of professional experience in airline operations or 24/7 service environments.
• Knowledge of governance, shift coverage, handovers, escalation paths and contingency planning required to maintain resilience.

Aufgaben

• Lead, coach and manage the Customer Service 24/7 organization and its Duty Managers, establishing expectations, accountability and performance management.
• Identify and mitigate emerging operational and customer risks early using data and decision-support capabilities.
• Coordinate disruption response across Customer Service, iOCC, Ground Ops and partners to ensure timely reaccommodation and recovery.
• Oversee adoption of AI-enabled tools, automation and digital procedures, ensuring changes are understood and applied across shifts.
• Ensure compliance with customer-protection policies, governance and disruption requirements; translate post-event learnings into action.

Kenntnisse

Spanish (C1)

English (C1)

Ausbildung

Degree or equivalent professional experience

Jobbeschreibung

Vueling, part of the IAG Group, seeks a leader for the Customer Service 24/7 organization focused on disruption management and recovery. You will coach Duty Managers, oversee risk assessment, and coordinate across functions to ensure effective customer support during disruptions.

The role drives the adoption of AI-enabled tools, ensures governance and training, and delivers improved customer outcomes while protecting the brand and optimizing costs.