Network & Customer Recovery Manager

LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers

Job Purpose

The Network & Customer Recovery Manager leads the Network & Customer Recovery Team and is responsible for defining, implementing and overseeing the airline’s disruption management processes and policies.

This position acts as the main focal point for disruptions during both operational and non-operational windows, ensuring effective coordination across all relevant departments and the timely implementation of customer recovery measures.

Main Responsibilities and Accountabilities

The main responsibilities of the Network & Customer Recovery Manager are:

• Lead, manage, plan and roster the Network & Customer Recovery Team.

• Act as the central point of contact for coordinating disruption responses during both operational and non-operational windows.

• Define, implement and continuously improve disruption management procedures and policies.

• Coordinate the different departments involved in operational disruption management and customer recovery.

• Manage and develop tools that support effective disruption management, decision-making and real-time monitoring.

• Define and implement operational communications to customers, ensuring that clear, accurate and timely information is provided during disruptions.

• Lead improvement projects focused on the automation of disruption management and the development of customer self-service solutions.

• Monitor and control costs arising from disruptions, including accommodation, catering, ground transportation and other customer recovery expenses.

• Prepare and manage the area’s annual budget and financial forecasts.

• Monitor expenditure and identify opportunities to improve cost efficiency without compromising the customer experience.

• Provide real-time reporting and recommendations to management and other relevant stakeholders.

• Analyse operational risks, identify recurring disruption drivers and propose data-driven corrective or preventive measures.

Main Relationships

The role works closely with the following departments and stakeholders:

• Operations

• Customer Experience

• Commercial

• Finance

• External service providers

Education

A bachelor’s degree in Aeronautical Management, Tourism, Business Administration, Engineering or a similar relevant field is required.

Experience

A minimum of five years of professional experience in the aviation industry is required, preferably in one or more of the following areas:

• Customer service

• Passenger handling

• Ground operations

• Operational control

• Airline reservations

Knowledge and Competencies

• Strong leadership, team management and workforce-planning skills.

• Experience with DCS and reservation systems such as Resiber, GoNow, Amadeus and SkySpeed.

• Ability to manage multiple priorities and make sound decisions under pressure.

• Strong analytical, risk-assessment and problem-solving skills, with a data-driven approach.

• Excellent communication, reporting, interpersonal and cross-functional collaboration skills.

• Customer-focused mindset, with experience in cost control, budgeting and forecasting.

• Proficiency in Excel, PowerPoint and data-visualisation tools such as Power BI.

• Strong commitment to continuous improvement, automation and digital transformation within the airline industry.

Languages

• English: C1

• Spanish: C1

Location

Viladecans - Barcelona

Our benefits 💙💚

• Staff travel

Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.

• Flex Benefits

There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.

• Employee Cafeteria & Canteen

Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices!

• Gym Discount

As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more!