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Service Recovery Manager

On-site in Madrid·Added 5 months ago (last checked 2 Nov)

Iberia

25 open roles

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Our summary

Work mode: On-site, Madrid
Experience: 7+ years
Education: University degree

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

University degree in engineering or a related field

Experience

Solid experience of at least 7 years in disruption management, service design, or customer experience strategy in sectors such as aviation, transportation, or services
Customer Experience, operations, or digital transformation
Experience managing operational teams (ideally 24/7)
Experience designing complex journeys and service design
Experience in highly demanding operational environments (aviation, travel, telecom, etc.)

Skills

Strong customer orientation and experience management
Results orientation.
Ability to manage critical and emotionally sensitive situations
Leadership of operational and multidisciplinary teams
Systemic thinking (customer + operations + technology)
Analytical profile focused on impact
Ability to execute in dynamic environments under pressure
Negotiation
Strong analytical and numerical skills
Strong organizational skills and ability to work under pressure
Global vision with attention to detail

Nice to have

Talent at Iberia

We value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.

We are one and diverse: You work in a coordinated, open, and collaborative manner pursuing a common goal in a diverse and inclusive environment.
We put soul and passion: You make things happen by fully committing to everything you do.
We reinvent tomorrow: You look for new and different ideas to solve problems.
We connect with our customers and colleagues: You always want to go a step further than expected with a smile and a pleasant manner.
We make it simple and efficient: We focus on what's important, analyzing situations and eliminating what doesn't add value.
We carry safety in our DNA: We work with the attention and care of the first day: in every ground operation, in every flight. We know the processes and apply them rigorously.

The role

Your role:

As Service Recovery Manager, your role will be to define and lead the global customer recovery strategy in the event of disruptions.

You will be responsible for the design, implementation, and execution of the customer experience in disruption scenarios, ensuring its proper end-to-end definition, operational rollout, and real-time execution. The role is responsible for ensuring that the designed experience is consistently delivered across all touchpoints (contact center, airports, digital channels, and Proactive Care).

What you'll do

Lead and evolve the comprehensive experience model for disruptions
Manage and coordinate the three layers: design, implementation, and real-time execution
Define team priorities, roadmap, and backlog
Ensure coherence between the designed experience and the experience actually delivered
Oversee the design of end-to-end journeys in disruption scenarios
Ensure that journeys integrate communication, resolution, compensation, and operations
Validate that the design responds to real customer needs and the principles agreed upon by Iberia
Prioritize use cases with the highest impact on customers and the business
Ensure that the designed experience is correctly translated into actual operations
Oversee implementation across contact center, airports, Proactive Care, and other touchpoints
Ensure the definition of operational processes, protocols, and playbooks
Establish control and audit mechanisms for execution
Lead the Proactive Care team 24/7
Define the real-time action model for disruptions
Ensure that the designed experience is fulfilled during operations
Empower the team to make decisions in real time (exceptional actions, compensations, management of critical customers)
Evolve the role toward a proactive and anticipatory model
Define the necessary solutions with Technology for incident resolution
Ensure that flows enable end-to-end resolution (digital + human)
Identify gaps and friction points in the current experience
Drive improvements that reduce reliance on assisted channels
Define the compensation framework for disruptions
Establish application criteria and levels of autonomy in real time (especially in Proactive Care)
Ensure consistency and fairness in the customer experience
Work with Marketing Automation as the owner of communication execution
Define communication requirements within journeys (logic, timing, content)
Align with Operations, CX, and Technology to ensure feasibility and implementation
Measure not only the design but also the actual execution of the experience
Define operational and experience KPIs for disruptions
Identify deviations between design and reality
Drive continuous improvement based on data and feedback

About Iberia

Iberia is the flag carrier airline of Spain and one of the largest airlines in Europe, operating a broad international network from its hub at Madrid-Barajas Airport. The company is part of the International Airlines Group (IAG), alongside British Airways, Vueling, and LEVEL, and is a founding member of the Oneworld alliance. With a fleet of over 100 aircraft, Iberia serves more than 100 destinations across Europe, the Americas, Africa, and the Middle East, and is a major player in the maintenance, repair, and overhaul (MRO) sector, with its own hangars and workshops in Madrid.

Iberia has a significant presence in Spain, with its headquarters and main operational base in Madrid, and a major maintenance hub in La Muñoza. The company is a key employer for aviation professionals in Spain, particularly for engineers, technicians, and pilots. For international hires, Iberia offers a multicultural work environment and the opportunity to work in a leading European airline, with roles ranging from aircraft maintenance and engineering to commercial and digital positions. The company's culture emphasizes technical excellence and operational safety, and it is a relevant option for professionals looking to relocate to Spain.

Industry: Aviation
Founded: 1927
Employees: 20,000–50,000
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Palma de Mallorca

Good to know if you are moving

Iberia is part of the International Airlines Group (IAG), a multinational holding, which can offer opportunities for internal mobility across its airlines (British Airways, Vueling, etc.).
The company's official working language is Spanish, but English is widely used in technical documentation and in many operational areas, making it accessible for international professionals.
Iberia has its own MRO (Maintenance, Repair, and Overhaul) division with large facilities in Madrid (La Muñoza), offering specialized roles for aircraft maintenance engineers and technicians.
The company runs a specific training program for new maintenance technicians (Programa de Formación), starting in October, which can be an entry point for international candidates.
Many roles, especially in engineering and maintenance, require EASA Part-66 licenses or equivalent certifications, which are internationally recognized and can be a valuable asset for professionals.

In their own words

About the company & team

Our company

We are the largest Spanish airline and leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be the best travel option for our customers and to make them feel that what matters most to us is their safety and the quality and experience of their journey. In addition to the airline, we also have aircraft maintenance as a complementary business.

At Iberia, we value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.

Additional information

Our commitment to Diversity and Inclusion

At Iberia, we are one and diverse. We are a faithful reflection of today's society and have teams with very diverse profiles that enrich us to be more creative and innovative.

We believe in talent without labels and are fully committed to offering the same professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.

All open roles at Iberia