LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers
The Network & Customer Recovery Manager leads the Network & Customer Recovery Team and is responsible for defining, implementing and overseeing the airline’s disruption management processes and policies.
This position acts as the main focal point for disruptions during both operational and non-operational windows, ensuring effective coordination across all relevant departments and the timely implementation of customer recovery measures.
The main responsibilities of the Network & Customer Recovery Manager are:
Lead, manage, plan and roster the Network & Customer Recovery Team.
Act as the central point of contact for coordinating disruption responses during both operational and non-operational windows.
Define, implement and continuously improve disruption management procedures and policies.
Coordinate the different departments involved in operational disruption management and customer recovery.
Manage and develop tools that support effective disruption management, decision-making and real-time monitoring.
Lead improvement projects focused on the automation of disruption management and the development of customer self-service solutions.
Monitor and control costs arising from disruptions, including accommodation, catering, ground transportation and other customer recovery expenses.
Prepare and manage the area’s annual budget and financial forecasts.
Monitor expenditure and identify opportunities to improve cost efficiency without compromising the customer experience.
Provide real-time reporting and recommendations to management and other relevant stake