Overview

In this role, you will lead Vueling’s 24/7 Customer Service organization, focusing on disruption management and recovery. You will drive service improvements, standardize operations, and coordinate with cross-functional partners to protect the brand and customer outcomes. You will implement AI-enabled tools and new workflows, while ensuring compliance and cost-efficient performance. This position offers the chance to shape continuous learning from operational experience and deliver a resilient, customer-centric support function.

Responsabilidades

- Lead and develop the Customer Service 24/7 organization and Duty Managers, shaping a collaborative, proactive culture across shifts
- Identify and prioritize operational and customer risks early to anticipate disruption and implement proportional interventions
- Oversee disruption response across multiple functions and partners, ensuring coordinated customer support and decisions remain with Duty Managers
- Drive adoption of AI-enabled tools, automation and new procedures, ensuring consistent implementation across shifts




- Ensure compliance with customer-protection and disruption governance, and act as backup during ERP activations and major disruption events
- Convert post-event learnings into actionable changes, monitor performance and improve outcomes and cost efficiency

Requisitos principales

- 5+ years in airline operations, customer operations, disruption management or similar 24/7 environment
- Experience creating consistent ways of working across cross-shift teams
- Experience leading implementation and adoption of new tools and transformed ways of working
- Experience managing operational performance, resilience and cost efficiency
- Degree or equivalent professional experience in Business, Operations, Aviation, Customer Experience or related field(known phrasing)

- leadership
- collaboration
- proactive problem-solving
- AI-enabled solutions adoption
- automation
- decision-support capabilities

📌 Manager Customer Service (24/7) - viladecans
🏢 Vueling Airlines
📍 Viladecans