Regional Manager, Flights (Based in Bangkok or Kuala Lumpur)
Core
Lead a new team of Team Managers to intervene in difficult customer flight booking experiences, ensuring timely resolutions and driving operational improvements.
Role type
Senior people leader (Regional Manager) for customer intervention operations
Builds
A new intervention function for the Customer Experience Group
Domain
Travel industry, customer service operations, airline/flight sector
Required skills
People leadership (managing managers), contact center/operations experience, airline/flight industry knowledge, data analysis, problem-solving, stakeholder communication
Preferred skills
Building new teams/functions, Agile/Lean/Six Sigma, CRM/workforce management tools, predictive analytics/AI tools, additional languages
Technologies
Global Distribution Systems (GDS), CRM, workforce management tools, data visualization tools, AI-enabled tools
Responsibilities
Manage and coach a team of 8-10 Team Managers, drive execution of the intervention operating model, guide decisions on complex customer cases, use data to identify trends and root causes, refine processes and workflows, partner with cross-functional teams, present data-driven updates to senior stakeholders
Seniority
Senior, hands-on people leader