Associate Manager

Job Title

About the Role

Within Travel Distribution, the Customer Operations (CMO) division is dedicated to maximizing customer satisfaction. From onboarding new solutions to everyday usage, we support customers through global expertise, scale, footprint, and digital capabilities.

Our group includes roles in Delivery Management, Implementation Services, Customer Care, Learning & Knowledge Management, and Security & Compliance.

The Implementation Products & Services (IMP) team focuses on deploying Amadeus' full range of standard products and solutions while scaling emerging products to increase business impact. Our implementation teams design service levels that make deployments easier and more consistent globally, helping us meet business goals and improve customer experience.

As a Core Implementation Services (CIS) Associate Manager, you will lead a team responsible for delivering high-quality services across Amadeus' product portfolio. You'll also support CIS on security topics and collaborate with global teams using a follow-the-sun model. In this role, you'll represent the organization with commercial teams and customers to ensure a positive customer experience.

Main Responsibilities

- Team Management

• Manage a team of staff across multiple locations, with accountability for performance and results.

• Set performance objectives, conduct reviews, and recommend pay actions.

• Ensure timely and appropriate communication of organizational updates to team members.

• Define a vision aligned with organizational strategy and translate it into actionable plans.

• Act as a reference across multiple areas, anticipating solutions to complex problems.

• Optimize efficiency based on knowledge of policies, procedures, and business plans.

• Provide regular executive summaries highlighting risks/issues requiring management attention.

- Primary POC for the region

• Act as the prime point of escalation for implementation issues through the extended account team and management meetings.

• Develop strong relationships with external stakeholders at functional and operational levels.

- Implementation Operational Management

• Ensure team performance meets established targets and deliver against backlog.

• Balance workloads effectively to optimize operational efficiency.

• Promote knowledge sharing and collaboration among team members.

• Guarantee tailored solutions meet customer requirements.

• Establish and monitor key performance metrics with clear thresholds for success.

• Maintain a high Net Promoter Score for services delivered.

• Execute operations within allocated manpower and cost budgets.

About the Ideal Candidate

• Proven experience in people management, ideally across multiple locations and cultures.

• Background in the travel industry, implementation or delivery management, or product management.

• Strong collaboration and communication skills, able to influence and build trust internally and externally.

• Familiarity with security guidelines and operational best practices is a plus.

• Analytical mindset with the ability to interpret data and define performance metrics.

• Relevant degree or Diploma in Computer Science, Management, Project Management or related course.

What we can offer you ?

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

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.

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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.