Global Associate Director, Customer Care & AI Automation

1074 Amadeus Marketing Philippines Inc.; Makati; Hybride; PHP 1 800 000 - 2 700 000; Plein temps

Avantages offerts par ce poste

Global exposure

Learning opportunities

Hybrid work model

Inclusive culture

Career growth

Mission-driven company

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People leadership

Global/regional leadership

Process improvement

Excellent communication

Automation awareness

Customer service operations

SLAs experience

Formation

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

Outils

Automation tools

Self-service platforms

Description du poste

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.