Overview In this role, you will lead the Level 1 customer support team across Asia Pacific to ensure fast, accurate issue resolution and high customer satisfaction. You will drive SLA adherence, monitor KPIs, and continuously improve support processes in partnership with other departments. You'll build a strong, collaborative culture and manage budget and talent to deliver world-class service.

This is a strategic leadership position at a hospitality tech company focused on operational excellence and customer-centric delivery.

Responsabilidades Lead and manage the Level 1 customer support team to achieve high-quality service and meet/exceed SLAs and KPIs

Identify and implement process improvements to increase efficiency and effectiveness

Collaborate with R&D;, Product, Technical Operations and other departments to ensure seamless product support

Monitor customer feedback and satisfaction metrics and implement enhancements

Develop and maintain a dashboard of performance metrics and report to senior management

Manage the budget for the Level 1 support team and optimize costs

Recruit, onboard,



and develop team members and create career development plans

Lead Amadeus Hospitality activities in the Manila office to foster engagement and cross-functional collaboration

Requisitos principales Degree in business administration, operations management, engineering, IT or related field

MBA preferred

10+ years in operations management, specifically in support/service functions

Experience in qualifying, troubleshooting, and resolving technical problems

Strong negotiation and arbitration skills

Excellent communication to articulate strategy and solutions to customers

Strong problem-solving and resolution abilities

Project management skills with ability to organize and prioritize work plans

Familiarity with Microsoft operating system environments and open-source platforms

Experience in Hospitality technology is advantageous strong leadership and people development customer-centric mindset cross-functional collaboration

Microsoft operating system environments open-source platforms project management

📌 Senior Manager, Help Desk (Barcelona)
🏢 Amadeus
📍 Barcelona