Director, Customer Success Management - Operations

Job Title

Summary of the role:

We are seeking an experienced and dynamic Director, Customer Success Management – Operations to join our Americas Travel Unit organization. This role involves overseeing and managing all aspects of airline operations, ensuring seamless and efficient processes for our airline partners. The ideal candidate will excel at problem-solving, making quick decisions under pressure, and communicating effectively with both internal teams and external airline partners. This position requires a proactive approach to identifying and mitigating risks, optimizing processes, and driving continuous improvement initiatives.

The Director, Customer Success Management – Operations plays a crucial role in developing and implementing operational strategies that align with the company's overall business objectives. If you are passionate about travel and have a proven track record of operational excellence, we invite you to join our team.

In this role you’ll:

• Understand the Amadeus strategy and vision around the full scope of Airlines solutions and apply it to customer success management

• Understand customer business, strategy, and challenges to ensure prioritization of deliveries in line with customer's needs

• Assist Account Management in defining the Account Development Plan (ADP) according to agreed timing and standards

• Develop existing relationships with both Customer IT & Business Management teams at the appropriate functional & operational level to reinforce and sustain strategic partnership with customers.

• Lead a team responsible for all aspects of airline operations. This consists of but not limited to:

• Having strong knowledge on contracted solution(s) and/or service(s) with Customer and ensure that Customer understands its full capability

• Providing regular dashboards (Customer, Internal) on deliverables, problems (PTR/IR), risks and issues, SLA; organize appropriate meetings to review these dashboards

• Acting as the prime escalation entry point and solve as many issues as possible by limiting the number of internal escalations

• Managing budget cost as per Amadeus standard process and revenues by triggering billing as per contractual terms

• Monitor the customer performance against SLA targets

• Act as a central point of escalation for all recovery and resolution, which include severe Incident and Problem Management records

• Contribute to the elaboration of an action plan to ensure a sustainable high level of customer satisfaction

• Facilitate high degree of interaction and actively share account information with other Amadeus departments

• Collaborate to knowledge creation, sharing and maintenance with commercial teams

• Manage a "virtual team" for operational matters and:

• Ensure consistency of operations activities within Americas

• Share key information with team members

• Elaborate the key objectives for operational excellence to be included in each team members' MBOs

• Provide feedback on each individual's performance; and

• Work on the evolution of the job and make recommendations

About the ideal candidate:

• Bachelor’s degree in IT or other related discipline and/or equivalent experience.

• 10+ years of experience in Airline Industry - for an airlines or airline software vendor

• 10+ years of experience in managing and leading teams

• 10+ years of experience in solution or delivery related roles

• 7+ years in customer facing roles

• Strong IT development, ops, and/or delivery background in Airline applications and related technologies

• In depth understanding of Amadeus organization and process

• Advanced MS Office Suite/PC skills

• Fluency in English (written & spoken) - Additional languages would be an asset such as customer's language

• Open to travel

• Project Management skills

• The position can be located in Dallas or Miami

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Work from anywhere: onsite, hybrid or fully remote, in accordance with Amadeus policy.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find:

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Application process:

The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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