Global Customer Care Center Leader

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

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.