OverviewIn 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.
ResponsabilidadesLead 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 principales5+ 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 (España)
🏢 Vueling Airlines
📍 España