• Job Description

  Req#: R27973

  Job Title

  Customer Operations Project Management Lead

  Job Description Summary

  Customer Operations is a 1,000+ global organization which leverages its leading industry expertise and cutting-edge digitalization capabilities to maximize our customers success, supporting them at every stage of their journey: from Solutions/Services Delivery and Implementation to Customer Care, Training and Digitalization.
  Within it, Customer Operations Strategy is a transversal team that supports the entire organization in achieving its strategic goals, translating the strategy of the Business Line into a dynamic operational plan and to regularly monitoring it.
  The Customer Operations Project Management Lead is be responsible for overseeing and managing the successful delivery of projects within the Customer Operations organization, through the definition and planning phases and then monitor and control it to completion. Is responsible for managing project teams, ensuring the timely delivery of high-quality outcomes, and coordinating with key stakeholders across various departments.

  As a Customer Operations Project Management Lead, you will:

  Organization Strategic Vision and Execution collaboration:

  • Participate in the identification and formulation of the key issues which need to be addressed for our global Customer Operations organization that aligns with the company's overall objectives.
  • Contribute to the definition and delivery of complex project focused on the most arduous strategic issues faced by the global Customer Operations organization.

  Project Definition, Planning and Execution:

  • Develop comprehensive project work plans, including problem statement, timelines, milestones, and resource allocation, ensuring that project objectives align with organizational goals and strategic vision.
  • Ensure projects are executed according to the plan and make adjustments as necessary to meet changing needs and requirements.
  • Manage the day-to-day operational aspects of the project.
  • Review project deliverables and ensure they are of the appropriate level of quality, on time and within budget in accordance with the project plan and it delivers the benefits anticipated in the business case.
  • Facilitate cross-functional collaboration to ensure alignment and smooth project execution.

  Performance Monitoring:

  • Define and manage key performance indicators (KPIs) that summarize projects performance and facilitate informed decision-making.
  • Conduct regular analyses of actual performance versus plans, identifying deviations and implementing corrective action plans or developing mitigation strategies.
  • Ensure management of project controls (risks, issues and dependencies).
  • Prepare ad hoc analyses and reports on activity levels, key figures, and project progress for internal stakeholders.

  Management Briefing/Communication:

  • Prepare and deliver presentations to CMO leadership and individual Business Lines to ensure alignment, secure buy-in, and facilitate the understanding of project objectives.
  • Share updates on project portfolio: progress, accomplishments and risks across the organization to increase visibility and encourage engagement.
  • Effectively communicate the decisions taken at the different governance bodies and their impact on his/her domain of scope.
  • Facilitate the understanding of key objectives to the different stakeholders to secure its execution.
  • Effectively influence decision - making through documented facts & figures for the benefit of the Organization and the Business Line.

  About the Ideal Candidate

  Work experience

  • At least 6 years experience in an IT or top tier consulting company, working in multicultural environment in business operations planning or operational excellence.
  • Background in Industrial Engineering, Organization Engineering or Computer Science.
  • Experience in Strategy execution, Program and Project management.
  • Strong presentation and analytical skills (PowerPoint, Excel, PowerBI).
  • Experience working in SAFe or understanding of agile methodologies is valued but not required.

  Soft skills

  • Strong teamwork and interpersonal abilities, demonstrable experience on relationship building.
  • Fast learner and reliable individual with high attention to details, willing to take ownership of end-to-end projects.
  • Ability to break down complex problems into smaller ones and enjoy working with data.
  • Fluency in English is a must-have, other languages are a plus.

  What we can offer you:

  • ? A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
  • ? A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
  • ? Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
  • ? A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
  • ? A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
  • ? A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
  • ? A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
  • ? A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

  #LI-EMEA

  Diversity & Inclusion

  Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

  Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

• About the company

  Amadeus IT Group, SA is a major Spanish IT provider for the global travel and tourism industry.

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