Disruption Design and Implementation Manager

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.

Your role:

As Manager of Disruptions Design and Implementation, your role will be to define and lead the overall customer recovery strategy in the face 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).

Responsibilities/Functions

• 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

Your knowledge and requirements

• 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

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.

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.