Customer Care Project Manager, Amadeus
+ Bonus and equity
2-3 days a week in office
Travel analytics software
Open for applications
Travel analytics software
1001+ employees
Open for applications
+ Bonus and equity
2-3 days a week in office
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
San Pascual, Madrid, Spain
Articles
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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