Network & Customer Recovery Manager

LEVEL Airlines; Viladecans; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Staff travel

Flex benefits

Cafeteria & canteen

Gym discount

Health insurance

Job summary

LEVEL Airlines, a Barcelona-based long-haul carrier, seeks a Network & Customer Recovery Manager to lead the disruption management team and drive customer recovery. You will define procedures, coordinate across departments and implement automated tools to improve resiliency and customer communication during disruptions.

The role requires senior leadership, at least five years in aviation, and strong analytical and budgeting skills.

Qualifications

• Bachelor’s degree in Aeronautical Management, Tourism, Business Administration or Engineering.
• Minimum five years’ experience in aviation, in areas such as customer service, operations, or reservations.
• Strong leadership, planning and budget skills.

Responsibilities

• Lead and manage the Network & Customer Recovery Team.
• Coordinate disruption responses across departments during operational and non-operational windows.
• Define and improve disruption management procedures and policies.
• Oversee cost control related to disruptions and manage annual budget.
• Provide real-time reporting and data-driven recommendations to leadership.
• Develop automated tools and self-service solutions for customers.
• Support cross-functional collaboration with Operations, Commercial and Finance.

Skills

Leadership

DCS knowledge

Resiber/GoNow/Amadeus/SkySpeed

Data-driven decisions

Excel/Power BI

Budgeting & forecasting

Communication

Education

Bachelor’s degree in Aeronautical Management

Bachelor’s degree in Tourism

Bachelor’s degree in Business Administration

Engineering degree

Tools

Resiber

GoNow

Amadeus

SkySpeed

Job description

LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer‑centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top‑notch service and exceeding the expectations of their passengers.

Job Purpose

The Network & Customer Recovery Manager leads the Network & Customer Recovery Team and is responsible for defining, implementing and overseeing the airline’s disruption management processes and policies. This position acts as the main focal point for disruptions during both operational and non-operational windows, ensuring effective coordination across all relevant departments and the timely implementation of customer recovery measures.

Main Responsibilities And Accountabilities

• Lead, manage, plan and roster the Network & Customer Recovery Team.
• Act as the central point of contact for coordinating disruption responses during both operational and non-operational windows.
• Define, implement and continuously improve disruption management procedures and policies.
• Coordinate the different departments involved in operational disruption management and customer recovery.
• Manage and develop tools that support effective disruption management, decision-making and real-time monitoring.
• Define and implement operational communications to customers, ensuring that clear, accurate and timely information is provided during disruptions.
• Lead improvement projects focused on the automation of disruption management and the development of customer self-service solutions.
• Monitor and control costs arising from disruptions, including accommodation, catering, ground transportation and other customer recovery expenses.
• Prepare and manage the area’s annual budget and financial forecasts.
• Monitor expenditure and identify opportunities to improve cost efficiency without compromising the customer experience.
• Provide real-time reporting and recommendations to management and other relevant stakeholders.
• Analyse operational risks, identify recurring disruption drivers and propose data-driven corrective or preventive measures.

Main Relationships

• Operations
• Customer Experience
• Commercial
• Finance
• External service providers

Education

A bachelor’s degree in Aeronautical Management, Tourism, Business Administration, Engineering or a similar relevant field is required.

Experience

A minimum of five years of professional experience in the aviation industry is required, preferably in one or more of the following areas:

• Customer service
• Passenger handling
• Ground operations
• Operational control
• Airline reservations

Knowledge and Competencies

• Strong leadership, team management and workforce-planning skills.
• Experience with DCS and reservation systems such as Resiber, GoNow, Amadeus and SkySpeed.
• Ability to manage multiple priorities and make sound decisions under pressure.
• Strong analytical, risk-assessment and problem-solving skills, with a data-driven approach.
• Excellent communication, reporting, interpersonal and cross-functional collaboration skills.
• Customer-focused mindset, with experience in cost control, budgeting and forecasting.
• Proficiency in Excel, PowerPoint and data-visualisation tools such as Power BI.
• Strong commitment to continuous improvement, automation and digital transformation within the airline industry.

Languages

• English: C1
• Spanish: C1

Location

Viladecans - Barcelona

Our Benefits

Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.

• Staff travel
• Flex Benefits
• Employee Cafeteria & Canteen
• Gym Discount

There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.

Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices!

As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more!