Manager Customer Service

About the team you are joining You will report to the Head of the IATA Customer Service Center based in Madrid and lead a high-performing team responsible for delivering outstanding service to IATA’s customers—including airlines, travel and cargo agents, and third-party stakeholders. You’ll be joining a dynamic, fast paced, and multicultural environment where operational excellence and customer satisfaction are top priorities. Your role will focus on leading and developing a team to ensure consistent, high-quality service delivery, managing and monitoring day-to-day operations, driving continuous improvement initiatives and collaborating closely with internal and external stakeholders to resolve issues. Success in this role requires strong leadership, excellent communication skills, and a proven ability to manage customer service operations and teams. What your day would be like Lead a culturally diverse team of Customer Service Representatives to consistently deliver timely, high-quality support that meets global performance standards and departmental objectives, playing a key role in enhancing IATA’s customer experience and contributing to revenue growth; Lead the Regional Differentiated Service Model (DSM) globally to deliver personalized, white-glove service to our top 30 Airlines and GoGlobal agents; Plan daily and yearly capacity needs and ensure sufficient coverage across service channels and languages; Plan and supervise the execution of sales activities for specific products and services, meeting revenue targets and acquiring new customers in coordination with the department head. Collaborate with Marketing and other sales channels to convert leads during campaigns; Support and monitor BPO team operations, ensuring alignment with IATA’s standards and performance goals; Monitor service quality through case and call reviews, driving operational excellence; Recruit, mentor, and develop team members, fostering a culture of empowerment and growth; Track and monitor team performance and ensure achievement of targets; Manage key accounts and stakeholder relationships. Liaising with internal department management to resolve escalations and issues, share operational updates, represent customer feedback, escalate improvement opportunities; Ensure adherence to global Standard Operating Procedures (SOPs) for customer service and escalate to Operational Excellence any change request; Oversee onboarding and integration of IATA products and services or any changes/developments to a CSC supported Product Services into the Customer Service Center ensuring CSC readiness; Coordinate Business Continuity and Audit requirements with the relevant teams; Drive continuous improvement initiatives to enhance customer experience and operational efficiency, and support any company-wide, departmental projects, acting as a process and project champion; Perform additional tasks as assigned by the Head of Customer Service Center.