Associate Director, Customer Care Center (Level 1)

1074 Amadeus Marketing Philippines Inc.; Makati; Hybrid; PHP 1,800,000 - 2,700,000; Full time

Benefits offered by this job

Global exposure

Learning opportunities

Hybrid work model

Inclusive culture

Career growth

Mission-driven company

Job summary

Amadeus is seeking an Associate Director, Customer Care Center (Level 1) to lead our new global care operation from its hub in Metro Manila. This role focuses on building an inclusive, technology-enabled support model and delivering exceptional customer experiences.

You will transition legacy support to a unified center, partner with global teams across channels, drive automation and self-service, and guide performance, workforce engagement, and crisis readiness in a matrix organization.

Qualifications

• Degree or equivalent in Business, IT, Engineering, Customer Support, or related field.
• Proven experience leading customer service or helpdesk operations across regions or multi-channel teams.
• Track record in improving processes and introducing new technologies (e.g., automation, self-service).
• Strong people leadership, with experience engaging diverse teams and partners.
• Excellent communication skills.
• Familiarity with customer support performance metrics and SLAs.
• Comfortable working in a global organization with matrix teams.
• Working proficiency in English.

Responsibilities

• Lead the transition from legacy support models to a unified global Customer Care Center with consistent service standards.
• Partner with global teams to deliver high-quality support across phone, portal, chat, and automated channels.
• Introduce and enhance tools that simplify work, including AI-enabled automation and self-service options.
• Promote a positive experience for both customers and employees, fostering engagement and growth during change.
• Share customer perspectives and insights in leadership discussions to guide decision-making.
• Oversee performance, workforce engagement, resource planning, cost effectiveness, and readiness for crisis or incident response.

Skills

People leadership

Global/regional leadership

Process improvement

Excellent communication

Automation awareness

Customer service operations

SLAs experience

Education

Bachelor's degree or equivalent in Business, IT, Eng, or related field

Tools

Automation tools

Self-service platforms

Job description

Job Title Associate Director, Customer Care Center (Level 1)

Summary of the role

We are looking for an experienced, people-focused leader to guide our new global Customer Care Center (Level 1)—the first point of contact for customer interactions. This role centers on building an inclusive, technology-enabled support model while ensuring great customer experiences and continuous improvement.

In this role, you’ll:

• Lead the transition from legacy support models to a unified global Customer Care Center with consistent service standards.
• Partner with global teams to deliver high-quality support across phone, portal, chat, and automated channels.
• Introduce and enhance tools that simplify work, including AI-enabled automation and self-service options.
• Promote a positive experience for both customers and employees, fostering engagement and growth during change.
• Share customer perspectives and insights in leadership discussions to guide decision-making.
• Oversee performance, workforce engagement, resource planning, cost effectiveness, and readiness for crisis or incident response.

About the ideal candidate

• Degree or equivalent experience in Business, IT, Engineering, Customer Support, or related field.
• Proven experience leading customer service or helpdesk operations across regions or multi-channel teams.
• Track record in improving processes and introducing new technologies (e.g., automation, self-service).
• Strong people leadership, with experience engaging diverse teams and partners.
• Excellent communication skills with the ability to explain complex ideas simply.
• Familiarity with customer support performance metrics and service agreements (e.g., SLAs).
• Comfortable working in a global organization with matrix teams.
• Working proficiency in English (multilingual skills an advantage).

What we can offer you

• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!