Global Customer Care Center Leader — Hybrid

Amadeus; Taguig; Hybrid; PHP 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Hybrid working model

Global exposure

Career development programs

Job summary

Amadeus is seeking an Associate Director to lead a new global Customer Care Center (Level 1), the first contact point for customers. The role focuses on building an inclusive, technology-enabled support model and delivering excellent customer experiences while driving continuous improvement.

You will transition legacy models to a unified center, partner with global teams across multiple channels, and implement AI-enabled automation and self-service options.

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 (automation, self-service).
• Strong people leadership with diverse teams and partners.
• Excellent communication skills able to explain complex ideas simply.
• Familiarity with performance metrics and SLAs.
• Comfortable working in a global organization with matrix teams.
• 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 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

Cross-regional leadership

Process improvement

English proficiency

Customer support knowledge

Education

Bachelor's degree or equivalent

Job description

Amadeus is seeking an Associate Director to lead a new global Customer Care Center (Level 1), the first contact point for customers. The role focuses on building an inclusive, technology-enabled support model and delivering excellent customer experiences while driving continuous improvement.

You will transition legacy models to a unified center, partner with global teams across multiple channels, and implement AI-enabled automation and self-service options.