Customer Care Project Manager

hace 2 meses

Zaragoza, España Amadeus A tiempo completo

.Job Title Customer Care Project Manager Summary of the role The Customer Care Project Manager will be assigned one or more projects aiming to improve the overall services delivered to our customers within Amadeus Travel Distribution unit, in line with the Customer Care Management (CCM) service strategy. As such, the Project Manager will be responsible for defining and executing the plan, identifying and engaging with the project stakeholders, tracking and reporting on the project status. They will drive the communication plan: to the project stakeholders, to the entities impacted by the project as part of the change management, as well as to a wider internal and/or external audience to raise awareness about the project and its business impact. Your main responsibilities Project Management: Define the project charter, objectives, and exit criteria. Identify and engage with the relevant stakeholders. Define project plan and structure, including timeline and deliverables; track continuous progress. Lead the project development, delivery, and deployment. Define, develop, and deliver communication of the project with a focus on key benefits for the audience, identify the most appropriate communication channel (e.G., social media, emailing, banner ads) and involve other stakeholders as required (e.G., Customer Care Operations, Commercial or Marketing teams) for both internal and customer audiences. Change management: determine change implied by the project outcome on each stakeholder, develop, deploy, and measure an appropriate change management plan to facilitate change. Project reporting: set up regular steering committee meetings with CCM Leaders for project updates and decision-making. Project Contributor and Collaborator: Act as a test user: perform test scenarios and provide feedback for specific projects for a specific timeframe and frequency. Act as a consultant: provide expertise and design processes to support the Governance team(s) as relevant. Contribute to and comply with corporate programs such as training, briefing sessions, etc. Actively collaborate with team members by providing assistance, brainstorming, and mentoring. About the Ideal Candidate Degree in Economics, Business Administration, Management, or a related field. Understanding of customer operations within the travel distribution industry preferred. Project Management certification is preferred such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management). Excellent communication and collaboration skills. Ability to manage multiple projects and prioritize tasks effectively. Proficiency in project management tools and methodologies. Experience working in a diverse and international environment. Proficiency in both written and spoken English is required

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