Global Customer Care Leader - Hybrid & AI-Driven

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

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.