Lead Proactive Customer Care Operational Delivery Manager

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

This is an exciting opportunity to join British Airways'
Proactive Customer Care (PCC) team as Lead Proactive Customer Care Operational Delivery Manager
. PCC is at the forefront of BA's ambition to transform customer care, moving from reactive service to proactive intervention by identifying and resolving issues before they become problems and reducing customer effort at every stage of the journey.

Today, PCC is a 24/7 global operation, supporting customers around the world and playing a critical role in how British Airways anticipates, manages and recovers disruption. As the function continues to grow, PCC remains central to BA's ambition to deliver more proactive and personalised support to customers.

In this role, you will lead the operational delivery of PCC's proactive agenda across our Delhi and Customer Care sites, ensuring we have the capability, governance and operational excellence needed to scale our impact. Working closely with senior leaders across the business, you'll drive transformation initiatives from concept through to implementation, embedding new ways of working and delivering measurable improvements for both customers and colleagues.

You’ll use data, insight and stakeholder engagement to drive meaningful improvements for both customers and colleagues. From leading high-profile transformation programmes and chairing governance forums such as Find It, Fix It, to influencing senior stakeholders and developing high-performing teams, you'll be at the centre of shaping the future of customer care at British Airways.

If you're energised by solving complex problems, leading change at scale and turning ambition into action, this is an opportunity to make a lasting impact in one of British Airways' most visible, fast-growing and innovative customer-facing functions.

• Support the development and delivery of PCC and Customer Relations strategies, helping drive the continued transition from reactive to proactive customer care, focusing on reducing customer effort when things don't go to plan.
• Lead stakeholder engagement and chair governance for Find It Fix It (FIFI), identifying issues that impact our customers at the root cause and driving progress across a large portfolio of improvement initiatives and ensuring actions are tracked through to completion.
• Lead our operational delivery and ramp up of proactive initiatives in Call BA, our Contact Centre in Delhi, and across our other contact centre sites
• Represent PCC across senior stakeholder groups, building momentum behind key customer and operational improvements
• Own and manage key transformation initiatives and delivery plans, ensuring priorities remain aligned to Customer Care objectives within our transformation reporting tool WAVE
• Develop performance reporting and scorecards that provide insight, drive accountability and support operational decision-making
• Build strong relationships across global teams and travel where required to strengthen capability, share best practice and identify opportunities for improvement.
• Lead, support and develop colleagues in your…