Manager Customer Service (24/7)
Vueling · Viladecans, Spain
At Vueling, we connect people, places and opportunities ✈️
As part of the IAG Group, we are one of Europe’s leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.
Mission
Lead and continuously develop Vueling's Customer Service 24/7 organization, ensuring the team is well-trained, coordinated and equipped to anticipate customer needs, respond effectively to changing situations and deliver consistent, customer-focused support whenever it can make a difference to the customer experience, with a particular focus on disruption management and recovery.
Drive the consistent implementation of service improvements, operational procedures and new ways of working, while identifying and communicating the needs required to improve the tools, technologies and processes that support the team. Ensure the organization continuously learns from operational experience and evolves its capabilities to deliver better customer outcomes, build loyalty and protect Vueling's brand, while optimizing recovery expenditure and maintaining an efficient operation.
Tasks & responsibilities
- Lead, coach, develop and manage the Customer Service 24/7 organization and its Duty Managers, establishing clear expectations, accountability, feedback, recognition, performance management, workforce planning, recruitment, development and succession, while embedding a collaborative, inclusive, proactive and customer-focused culture across a team operating through different shifts. Ensure the team has the capabilities, knowledge and operational readiness required to manage changing situations consistently and effectively.
- Ensure emerging operational and customer risks are identified, assessed and prioritized as early as possible, using available operational information, historical patterns, forecasts, customer data and decision-support capabilities to anticipate potential disruption and determine proportionate interventions before customer impact escalates. Identify opportunities to improve the customer experience and reduce customer effort wherever Customer Service can add value, both during and outside disruption scenarios.
- Oversee and orchestrate customer disruption response across Customer Service 24/7, Customer functions, iOCC, Ground Operations and relevant internal and external partners, ensuring customer assistance, communications, reaccommodation and recovery solutions are coordinated effectively while preserving Duty Managers' ownership of real-time operational decisions. Ensure the organization is prepared to respond consistently to disruptions of different types and levels of complexity, including major disruption and emergency situations, and contribute to customer loyalty, brand protection and operational resilience.
- Lead the operational adoption and consolidation within Customer Service 24/7 of approved AI-enabled solutions, automation, digital tools, procedures, algorithms, decision-support capabilities and new ways of working, ensuring changes are understood, implemented and consistently applied across shifts. Identify operational needs, capability gaps and opportunities to improve existing tools and procedures, working with Customer Evolution, Customer Digital, Customer Performance and technical teams to provide frontline feedback, remove adoption barriers and refine implementation. Ensure operational experience and feedback contribute to the continuous improvement of the tools, technologies and processes supporting the team.
- Ensure Customer Service 24/7 complies with applicable customer-protection and compensation requirements, policies, operational controls, audit requirements and disruption governance. Act as backup Customer-room coordinator during ERP activations and major disruption situations when delegated. Ensure post-event learning is converted into clearly owned actions, procedural changes and capability requirements, while monitoring operational performance and driving improvements in customer outcomes, including Disrupted Passenger NPS, and cost efficiency, including Cost per Disrupted Passenger.
Academic background
- Degree or equivalent professional experience in Business, Operations, Aviation, Customer Experience or a related field.
- Knowledge of 24/7 operational governance, including operating rhythms, shift coverage, handovers, escalation paths, decision rights, contingency planning, business continuity and operational controls required to maintain a resilient around-the-clock capability.
Experience
- 5+ years of professional experience in airline operations, customer operations, disruption management or another complex 24/7 service environment.
- Experience creating consistent ways of working across teams operating through different shifts, ensuring that changes, procedures and expectations are understood and applied even where team members do not regularly work together.
- Experience leading the implementation and operational adoption of new tools, automation and materially transformed ways of working, ensuring that implementation results in sustained behavioral change rather than merely technical deployment.
- Experience managing operational performance and continuous improvement, balancing customer outcomes, operational resilience and cost efficiency.
Skills
- Full professional proficiency (C1) in Spanish and English.
💛 Vueling Values
Our values are what we believe in, what we stand for and how we behave.
- Make it happen
- Make it better
- Make it safe
- Make it cost-focused
- Make it customer-oriented
- Win together
Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.