Associate Director, Customer Care Center (Level 1)

Amadeus India; Taguig; Hybrid; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Hybrid working model

Global career development

Learning opportunities

Caring work environment

Diversity and inclusion

Job summary

Amadeus seeks an experienced leader to guide a new global Customer Care Center (Level 1) in the Philippines. The role focuses on building an inclusive, tech-enabled support model that delivers excellent customer experiences and drives continuous improvement.

You will oversee multi-channel support, introduce AI-enabled automation, and ensure consistent service standards across regions while engaging diverse teams in a matrix organization.

Qualifications

• Bachelor's 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 with the ability to explain complex ideas simply.
• Familiarity with customer support performance metrics and service level agreements (SLAs).
• Comfortable working in a global organization with matrix teams.
• Working proficiency in English.

Responsibilities

• Lead 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, fostering engagement during change.
• Share customer perspectives in leadership discussions to guide decision-making.
• Oversee performance, workforce engagement, resource planning, cost effectiveness, and crisis readiness.

Education

Bachelor's degree or equivalent

Tools

CRM systems

Automation tools

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.