Job Description

Synopsis

We are seeking a strategic and results-driven Manager, Customer Care Support Functions to lead and oversee critical support areas that enable operational excellence across Customer Care. This role is designed to focus on strategic leadership, governance, and continuous improvement while empowering team leads and vendor partners to manage day-to-day operations.

The successful candidate will provide direction across Contact Centre & Vendor Management, Workforce Management, Management Information Systems (MIS), Quality & Training, Knowledge Management, Business Improvement, and Net Promoter Score (NPS) performance. The role is responsible for driving efficiency, enhancing customer experience, optimizing costs, and ensuring the successful delivery of business objectives.

Key Accountabilities

Strategic Leadership & Governance

• Provide strategic direction, governance, and oversight across Customer Care support functions, ensuring alignment with business objectives, performance standards, and customer experience goals.
• Define, implement, and continuously enhance the operating model, policies, and processes supporting the function.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Financial & Commercial Management

• Own planning, forecasting, and management of departmental budgets, ensuring cost-effective resource allocation and optimal return on investment.
• Ensure strong financial controls, procurement compliance, and audit readiness across internal functions and vendor contracts.
• Monitor commercial performance and identify opportunities to improve efficiency and reduce cost-to-serve.

Workforce Planning & Performance Analytics

• Lead workforce planning, forecasting, and scheduling activities across internal teams and outsourced partners to achieve service level and quality commitments.
• Establish and oversee a robust MIS and analytics framework, delivering meaningful insights through executive dashboards and standardized reporting.
• Utilize data-driven decision-making to improve operational performance and customer outcomes.

Quality, Training & Knowledge Management

• Own and evolve the end-to-end Quality Assurance framework to ensure service excellence and consistent customer experiences.
• Develop and execute training strategies, including induction, capability development, and refresher programs.
• Govern the organization’s knowledge management framework, ensuring a single source of truth through effective content ownership, accuracy controls, and change management.

Business Improvement & Customer Experience

• Lead continuous improvement initiatives across processes, policies, systems, and digital channels, leveraging business intelligence and customer feedback.
• Own the Customer Care NPS improvement roadmap, implementing targeted initiatives and measuring impact through performance analytics.
• Identify emerging trends, risks, and opportunities to enhance customer satisfaction and operational effectiveness.

Vendor & Stakeholder Management

• Manage strategic relationships with global contact centre partners and service providers, including contract management, commercial negotiations, performance governance, and change implementation.
• Serve as a senior liaison between Operations, Digital & IT, HR, Finance, Procurement, and external stakeholders to drive alignment and successful delivery of business priorities.
• Proactively identify operational, commercial, and compliance risks and implement effective mitigation strategies.

People Leadership

• Lead, coach, and develop a team of senior professionals and quality specialists, fostering high performance and professional growth.
• Set clear objectives, monitor team performance, and promote a culture of engagement, collaboration, and continuous learning.
• Enable strategic focus by delegating operational responsibilities while maintaining oversight of key outcomes and performance measures.

Qualifications

Education & Experience

• Bachelor's degree in Business Administration, Management, Aviation, Engineering, or a related discipline.
• 5-8 years of experience in business solutions, business analysis, product management, process improvement, customer operations, or a similar field.
• Prior experience within the airline, aviation, contact centre, customer service, or service-oriented industry is highly desirable.
• Demonstrated ability to structure complex business problems, manage multiple priorities, and deliver successful outcomes in cross-functional environments.
• Strong knowledge of business requirements gathering, process mapping, workflow design, and operational improvement methodologies.
• Proficiency in data analysis, reporting, and translating insights into actionable business recommendations.
• Experience in customer journey mapping, service design, customer experience (CX), or user experience (UX) initiatives.
• Familiarity with Agile delivery methodologies, Lean Six Sigma principles, continuous improvement frameworks, or product management practices.
• Excellent stakeholder management, communication, and influencing skills, with the ability to engage effectively across all organizational levels.
• Strong commercial acumen, analytical thinking, and problem-solving capabilities.