Head of 24/7 Customer Service & Disruption Recovery

Vueling Airlines; Viladecans; On-site; EUR 65,000 - 100,000; Full time

Job summary

Vueling Airlines in Spain seeks a senior leader to run its Customer Service 24/7 organization, ensuring staff are trained, coordinated and empowered to anticipate needs, respond to disruptions and deliver consistent, customer-focused support across shifts.

You will drive process improvements, adoption of AI-enabled tools, and collaboration with iOCC, Ground Operations and partners to protect the brand, improve loyalty, and optimize recovery costs while maintaining efficient operations.

Qualifications

• Degree or equivalent professional experience in Business, Operations, Aviation, Customer Experience or a related field.
• Knowledge of 24/7 operational governance, including shift coverage and contingency planning.

Responsibilities

• Lead, coach, develop and manage the Customer Service 24/7 organization and its Duty Managers across shifts.
• Identify and mitigate risks, ensuring proactive disruption management and customer recovery.
• Oversee disruption response across Customer Service, iOCC, Ground Operations and partners.
• Lead adoption of AI-enabled tools, automation and new ways of working within Customer Service 24/7.

Skills

Spanish (C1)

English (C1)

Leadership

Disruption management

Education

Degree in Business/Operations/Aviation/Customer Experience

Job description

Vueling Airlines in Spain seeks a senior leader to run its Customer Service 24/7 organization, ensuring staff are trained, coordinated and empowered to anticipate needs, respond to disruptions and deliver consistent, customer-focused support across shifts.

You will drive process improvements, adoption of AI-enabled tools, and collaboration with iOCC, Ground Operations and partners to protect the brand, improve loyalty, and optimize recovery costs while maintaining efficient operations.