Senior Manager, Customer Care Readiness

Job Title

Senior Manager, Customer Care Readiness

Job Title

Senior Manager, Customer Care Readiness

In The Job You Will

Purpose of this role:

The Senior Manager is responsible for ensuring that Customer Care Management (CCM) is fully prepared for all production loads across Amadeus solutions (products and services) for Travel Sellers. He/she leads multicultural and multi-sites teams of professionals who define, assess, anticipate, and secure support readiness for every major release or customer onboarding. He/she drives serviceability improvements and collaborates closely with Customer Support Heads, Customer Support Governance, Product Management and Engineering teams to ensure data driven feedback are provided when relevant to fuel product and process continuous improvements.

Main Responsibilities

Strategic Leadership & Vision

• Define and implement the global readiness strategy for Customer Care Management activities
• Build a mid & longterm roadmap for support readiness, serviceability and risk mitigation
• Promote a culture of anticipation, and continuous improvement
• Ensure alignment with business goals, customer expectations, and product evolution
  
  

Service Strategy and Design

• Drive alignment of service designer function with overall TRD product and solution strategy
• Maintain a strategic view of the Travel Unit / Travel Sellers commercial strategy and priorities
• Understand and analyze the roadmap and delivery schedule for new products and services plus enhancements to existing solutions
• Design and document services in consultation with TRU stakeholders to ensure CCM is able to deliver the required support services
• Through established networks, ensure operational capabilities and communicated and aligned with over product and service strategy and road map and such capabilities are considered during products and services design
• Ensure alignment with budget processes
• Correctly size up the required resources to fit the expected support demand required
  
  

Support Readiness Management

• Oversee product load assessments, required support services, readiness reviews, and golive preparations.
• Assess capacity requirements for CCM organization for services required
• Ensure CCM Support Agent has all required tools, processes, documentation, training, upskilling and resources ahead of releases.
• Lead risk assessments and manage mitigation plans for highimpact changes.
• Ensure relevant support services and processes are implemented and upgraded when applicable
• Ensure relevant Training and upskilling are delivered to Support agents to secure a high level of operational performance
• Ensure proper followup on postmortems and the implementation of corrective measures.
  
  

Serviceability & Supportability Improvements

• Identify systemic product issues and drive serviceability requirements into Product Management and Engineering roadmaps.
• Represent CCM in technical and product forums to influence supportability features.
• Ensure long-term reduction of incident volume, handling time, and customer pain points.
• Ensure continuous improvement across support functions including on-going upskilling, knowldege transfer an access to content sources
  
  

CrossFunctional Collaboration

• Act as senior interface between CCM, Product Management, Engineering, and Customer Support Centers.
• Lead cross division projects with position impact on CCM
• Ensure smooth communication around readiness expectations and upcoming production loads.
• Participate in governance meetings, product committees, and major customer communication.
• Coordinate with relevant stakeholders to align on capacity planning and production stability.
• Define and implement comprehensive feedback mechanisms to ensure alignement across product and service management, operation teams, commercial functions and end users
  
  

Incubation

• Set up and manage incubation activities for support functions including design, implementation and execution
• Coordinate taskforce stakeholders across business units and functions to achieve agreed outcomes
• Through collaboration, drive change across the CCM units to ensure successful outcomes
• Identify, source and incubate CCM specific monitoring and tooling requirements
• Identify the required resource sizing based on expected incoming volumes
  
  

People Leadership & Team Development

• Lead, mentor, and develop a team of Service Design Managers, Service Implementation Managers and Service Continuous Improvement managers.
• Foster a highperforming, collaborative, and technically strong team culture.
• Conduct performance evaluations, identify training needs, and support career growth.
• Encourage knowledge sharing and reproducible operational best practices.
  
  

About The Ideal Candidate

• Tertiary qualifications in Computer Science, Engineering, Information Systems, Travel and Tourism or equivalent experience, in a relevant discipline from a college of University. Qualifications in Product Lifecycle Management and Project Management
• 10+ years in technical, operational, serviceability and/or product management roles within large-scale software environments.
• Experience working with R&D, Product Lifecycle, Customer Support, and Operations organizations.
• Experience with readiness, serviceability, or customer care processes is a strong plus.
• Previous management experience in a global company with teams across multiple world-wide locations required
• Solid travel industry and/or airline industry experience is a must have
• Management of financial processes including budgeting, forecasting and analysis
• Ability to position and execute solutions and service strategy
• Ability to engage with key stakeholders across all areas of the organization to deliver expected results
• Ability to communicate effectively at all levels both written and verbal
• Understanding of travel industry trends and evolution
• Understanding of resource and capacity management, budget processed and financial principles
• Strong expertise in Amadeus architectures, operational ecosystems, and product suites for travel sellers. Solid understanding of production environments including Cloud hosting, artificial intelligence including Agentic, observability tools, monitoring systems, and post incident processes.
• Comprehensive understanding of Amadeus products, processes and practices and travel industry evolution
• Ability to challenge technical teams and define clear supportability requirements. Influence - commercial, technical, product management and operations. Project Management skills
  
  

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.