Belgium
Deutschland
España
France
日本
Nederland
Saudi Arabia
Schweiz
United Arab Emirates
United Kingdom
United States
About this job
Key facts
Lead Customer Services Operations Lead
Contract
No
Amsterdam, North Holland, Netherlands
Negotiable €
A leading digital travel platform is building a new Flights platform from the ground up. While Product and Tech scale the software, a dedicated operational lead is required to design front-line and back-office customer service workflows.
Key Responsibilities
- Design end-to-end operational flows for all customer touchpoints
- Cover complex scenarios: schedule changes, GDS queue management, refunds, split tickets, ancillary services
- Define interaction boundaries between Customer, Agents, Tech Platforms, and Airlines
- Identify gaps between existing CS infrastructure and new flight workflows
- Translate operational needs into requirements for CRM, GDS, and agent tooling
- Operationalise the chosen delivery model (BPO, in-house, or hybrid)
- Define vendor standards or internal team setup
- Identify automation opportunities to reduce manual workload
- Define detailed workflows for agents handling ADM-triggered tickets
- Analyse root causes of financial penalties (manual errors, fare overrides, refunds)
- Create SOPs and training to prevent ADM-related errors
- Design processes for collecting audit evidence for dispute handling
Expected Milestones
- Gap analysis of current CS and flight processes
- Align with Product/Tech roadmap
- Stakeholder alignment across CS, Flights, and FinOps
- Deliver service design maps across flight lifecycle
- Define ADM workflow and audit protocol
- Draft operational requirements for delivery model
- Deliver user stories for CRM and agent tooling
- Create SOPs and escalation frameworks
- Develop training to reduce manual errors
- Support operational testing and queue validation
- Deliver operational playbook
- Define transition metrics for long-term ownership
Required Experience
- 8+ years in OTA, airline, GDS, or flight BPO environment
- Deep expertise in ticketing lifecycles, GDS systems (Amadeus, Sabre, Travelport), and IATA/ARC/BSP
- Strong experience with ADM mitigation and dispute handling
- Proven service design and process mapping experience
- Experience with BPO and/or in-house operational models
- Strong stakeholder management experience
- Consultant mindset with high autonomy and delivery focus
What's Offered
- Opportunity to shape a critical new business line
- High autonomy and ownership
- Collaboration with senior stakeholders across Product, Tech, and CS
Let op: vacaturefraude
Helaas komt vacaturefraude steeds vaker voor. We waarschuwen je voor mogelijke misleiding:
* Wij zullen nooit via WhatsApp of in een videogesprek vragen om jouw persoonlijke gegevens (zoals een kopie van je ID, bankgegevens of BSN).
* Twijfel je over de echtheid van een vacature of contactpersoon? Neem dan altijd rechtstreeks contact met ons op via de officiële contactgegevens op onze website.
Important: job fraud
Unfortunately, job fraud is becoming more common. Beware of such scams:
* We will never ask for personal information (such as a copy of your ID, bank details, or social security number) via WhatsApp or during a video call.
* If you're unsure whether a vacancy or contact person is legitimate, please reach out to us directly using the official contact details on our website.
