Network & Customer Recovery Manager

LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers

**Job Purpose**

Network & Customer Recovery Manager is in charge of the Network & Customer Recovery Team and is responsible for the disruption processes and policies. This role is also the focal point for disruptions within operational and non-operational window, ensuring the coordination within the different departments.

**Main Accountabilities**
- Manage, plan and schedule the network and customer recovery team: Effectively lead, plan and schedule the network and customer recovery team.
- Be the central point for coordinating outages during operational and non-operational windows: Act as the central point of contact for coordinating incidents responses during operational and non-operational periods.
- Define and implement disruptions procedures and policies during operational and non-operational periods: Develop and implement procedures and policies to effectively manage diruptions during operational and non-operational periods.
- Management and development of management tools: Develop and enhance management tools to facilitate effective response to disruptions.
- Definition and implementation of operational communications to customers: Establish procedures for communicating operational status and updates to customers during diruptions.
- Outage automation and self-management improvement projects: Lead improvement projects to automate outage response and self-management processes.
- Cost control of diruptions (hotels, restaurants, transportation, etc.): Monitor and control costs associated with outages, including costs for lodging, catering, transportation, etc.
- Budgeting and forecasting for the area: Prepare budgets and forecasts for the area.

**Main Relationships**

The main relationshipts will be with Operations, Customer Experience and Commercial.

**Education**

Minimum required: bachelor degree in Aeronautical Management, Tourism, Business Administration, Engineering or similar.

**Experience**

Minimum 5 years experience in aviation (customer service, handling, operational control center or similar experience).

**Competencies**
- Team management and leadership.
- Knowledge and experience working with Resiber, GoNow and other DCS.
- Knowledge and experience working with Amadeus, Skyspeed or other reservation systems.
- Comfortable multitasking and working under pressure.
- Analysis and risk assessment.
- Real time reporting to management and other stakeholders.
- Solid problem-solving skills, translating pain points into data driven decisions/recommendations.
- Ability to communicate complex ideas effectively, both verbally and in writing
- Team player with solid interpersonal skills.
- Proficient in MS Excel and PowerPoint and quick learner when it comes to data analysis and visualization tools such as PowerBI.
- Interest in airline/travel industry.

**Languages**

Spanish: C1
English: C1

**Location**

Barcelona

**Our benefits**
- **Staff travel**

Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.
- ** Flex Benefits**

There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.
- ** Employee Cafeteria & Canteen**

Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices
- ** Gym Discount**

As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more