Associate Director, Customer Care Center (Level 1)

Amadeus; Manila; Hybrid; PHP 7,658,000 - 11,487,000; Full time

Benefits offered by this job

Hybrid working model

Global learning opportunities

Caring environment

Diverse and inclusive community

Job summary

Amadeus is seeking an Associate Director, Customer Care Center (Level 1) in Taguig/Metro Manila. This hybrid, globally focused leadership role drives the transition to a unified, high-quality support center across phone, portal, chat, and automation channels.

The ideal candidate has proven multi-channel management experience, a track record of process and technology improvements, and strong people leadership. Excellent English communication and collaboration across matrix teams are essential.

Qualifications

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

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 customers and employees during change, driving engagement and growth.
• Share customer perspectives in leadership discussions to guide decisions.
• Oversee performance, workforce engagement, resource planning, and cost effectiveness; ensure readiness for crisis or incident response.

Skills

People leadership

Communication skills

Multichannel experience

Global/matrix collaboration

Process improvement

Automation awareness

English proficiency

Education

Degree or equivalent in Business/IT/Engineering/Customer Support

Job description

Associate Director, Customer Care Center (Level 1)# Careers## Associate Director, Customer Care Center (Level 1)Apply: Hybrid: Taguig, Metro Manila: Full time: Posted Today: End Date: December 10, 2026 (28 days left to apply): R36088**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.**Be aware of recruitment scams** Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.### About UsWe 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.