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Tier-1 brand, metro location, and common mid-level account role create high competition.
Service delivery skills transfer well, but airline domain preference raises industry specificity.
Explicit 6-9 years requirement plus mandatory service delivery and incident management skills tightens shortlist criteria.
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Manage and coordinate major service incidents for strategic airline customers ensuring timely resolution and minimal business impact.
Act as primary customer contact for service-related issues, driving issue resolution and facilitating communication among internal teams.
Lead service improvement initiatives by monitoring performance, analyzing trends, and supporting continuous improvement actions.
6-9 years of experience in Customer Service Management, Service Delivery, Operations, Incident Management or related roles.
Strong stakeholder management and customer-facing experience with proven ability to manage critical incidents and escalations.
Excellent verbal and written communication skills.
Open to working on weekends based on business needs and operational requirements.
Demonstrated experience leading end-to-end operational incidents and coordinating cross-functional teams in fast-paced environments.
Strong customer relationship management skills with ability to represent customer interests and maintain transparency throughout the incident lifecycle.
Familiarity with service management processes and operational support in airline, travel, or technology domains is advantageous but not mandatory.