Senior Customer Service Manager (Aviation) (Finance)
Job Title
Senior Customer Service Manager (Aviation)
Summary of the role:
Navitaire, an Amadeus company, is a proven innovator in the travel industry, shaping the way the world thinks about travel. With more than 50 customers worldwide, including many of the world's most successful hybrid and low-cost airlines, Navitaire offers a unique opportunity to make a significant impact on the world of travel.
The Senior Customer Service Manager will define and manage the evolution and quality of services offering to Navitaire customers. Will serve as the central point of contact, fostering strong client relationships and driving customer satisfaction through the successful facilitation and execution of operational support. This is a hybrid role and would require you to be in the Salt Lake City office 2-3 days a week.
In this role you'll:
Assess customer needs and business potential, consolidate requests from customers through relevant processes
Define service strategy, scope and offering
Define the delivery strategy and identify Navitaire capabilities with the relevant Navitaire teams, including potential usage of partners
Build the service delivery methodology/deliverables and skill requirements with the relevant Navitaire teams
Monitor customer satisfaction
Manage the activity through cross functional core teams with relevant stakeholders
Relationship Management: Cultivate and maintain strong relationships with clients through proactive engagement, regular check-ins, and understanding their evolving needs. Collaborate with internal teams to develop tailored solutions and initiatives that enhance the client experience and drive customer satisfaction.
Customer Event Communication and Coordination: Serve as the primary point of contact for clients, facilitating clear and effective communication regarding operational items, critical incidents, and customer events such as upgrades, sales planning, and disaster recovery coordination. Ensure prompt escalation of critical items and collaborate with internal teams to support customer events and address any issues that arise.
Continuous Improvement: Identify opportunities for process optimizations and service enhancements based on client feedback and industry best practices. Collaborate with cross-functional teams to implement changes and ensure continuous improvement in service delivery and customer satisfaction.
Reporting: Generate and deliver reports on Service Level Agreements (SLAs), Customer Root Cause Analyses (RCAs), changes, and customer cases. This includes compiling data on service performance metrics, analyzing trends and presenting findings to clients to ensure transparency and accountability.
On-Call Support: Participate in a 24x7 on call roster to assist with supporting customers during critical and escalated incidents. This involves promptly responding to any critical incidents, coordinating with the technical teams to mitigate the issue and providing regular updates and support until resolution.
About the ideal candidate:
Minimum of 5-10 years' experience in a senior client service management role within the aviation industry or similar mission critical industry.
Proven track record of building and maintaining strong client relationships, driving customer satisfaction, and delivering high-quality service.
Demonstrated experience in effectively communicating with clients, coordinating customer events, and managing critical incidents in a fast-paced environment.
Experience in reporting on service level agreements, writing root cause analysis reports and analyzing and presenting performance data to clients.
Understanding of service level agreements (SLAs) and contract management.
Preferred certifications in customer relationship management (CRM), IT Service Management/ITIL, or project management.
Experience working cross-functionally with technical teams to address client needs and implement solutions.
Knowledge of airline operations business processes and workflows within airlines, including reservations and airport operations.
Familiarity with disaster recovery coordination and escalation procedures.
Bachelor's Degree preferably in Computer Science, Information Technology, or related field (or relevant work experience).
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.
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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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