Job Description intro (원문) - Cebu Pacific puts people at the heart of service - be it for our customers, clients, and partners. As we continue to journey through this path of recovery and rebuild, we are in search for the right JUAN who share our values of breaking boundaries, never fearing failure or mistakes but rather always in the pursuit of new ideas and better solutions. Responsibilities (Primary Responsibilities, 원문) - Lead and manage the Customer Operations team responsible for IROP handling, service recovery, and passenger re-accommodation. - Oversee the end-to-end management of flight disruption communications, ensuring timely, accurate, and empathetic messaging across all channels. - Coordinate with cross-functional teams and external parties to ensure seamless handling of disrupted passengers. - Develop and implement standard operating procedures (SOPs) for irregular operations, ensuring consistency, compliance, and customer-first decision-making. - Monitor daily flight operations to anticipate potential disruptions and proactively activate customer recovery plans. - Drive the optimization of recovery workflows, including notifications, rebooking, refunds, and compensation, in alignment with policy and service standards. - Manage real-time crisis response during operational disruptions, ensuring coordination of customer communication, escalation handling, and rapid recovery. - Collaborate with Corporate Communications, Engagement and Crisis Management teams to align public updates and ensure accurate and brand-consistent information dissemination. - Analyze disruption performance metrics, customer feedback, and recovery turnaround times to identify improvement opportunities. - Lead post-incident reviews to evaluate response effectiveness, capture learnings, and drive continuous improvement. - Provide coaching, guidance, and performance management to team members to ensure operational readiness and accountability. - Represent Customer Care in cross-functional crisis management and operational planning forums. Requirements (Qualifications, 원문) - Graduate of a bachelor's degree. - At least 3–5 years of experience in customer service, airline operations, or contact center management, with a minimum of 3 years in a leadership role. - Experience managing Irregular Operations (IROP), service disruptions, or operational recovery within an airline or large-scale customer service environment. - Strong understanding of airline operations, including flight operations, network planning, and passenger communication processes. - Project & Stakeholder Management: Strong organizational skills with the ability to manage cross-functional initiatives and coordinate with multiple stakeholders. - Working knowledge of aviation regulations, passenger rights, and service recovery best practices. - Ability to lead teams and make sound decisions in fast-paced, high-pressure operational environments. - Familiarity with airline operations and customer service systems such as Navitaire, Amadeus, Salesforce, or similar CRM and notification platforms is a plus. Preferred / Benefits (Why Join Us, 원문) - We are the first Great Place to Work® certified airline in Southeast Asia. - We have been recognized as the Best Employer Brand on LinkedIn for three consecutive years. - We are named among Philippines' Best Places to Work by BusinessWorld. - Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university. - Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners! - Be assured of a comprehensive healthcare coverage upon hire. ---