Senior Manager – Operational Development – Contact Centre
Virgin Atlantic
Europe, United Kingdom, Wales, Swansea
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Salary
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Hybrid
Functions
Customer Service
IT
Reports to
Vice President Customer Centres
Level
N-2
Travel Max:
0%
Posting Date
03-09-2025
Description
We’re excited to welcome a new Operational Development Senior Manager to our fantastic Contact Centre team! This role can be based in Swansea or our head office in Crawley and you will have a presence in both sites to support the relevant teams.
In this role, you’ll lead the way in implementing change initiatives across the Contact Centre and Customer Care for both Virgin Atlantic and Virgin Atlantic Holidays. Reporting directly to our Vice President Customer Centres, you’ll collaborate closely with the Head of Contact Centres and Senior Manager of Customer Care. You’ll also have line management responsibility for a diverse team of six, including Change Managers, Communications, and Quality Assurance professionals. This critical role ensures that our transformation efforts are seamless, well-communicated, and positively impact both our customers and employees.
Key Responsibilities
- Enhance the Customer Centre operating model by evaluating business changes, identifying efficiencies, and implementing strategies to improve performance, revenue, customer experience, and employee experience.
- Lead the Customer Centre Change, Communications, and Quality & Compliance teams, ensuring alignment in driving business improvements.
- Act as the main point of contact for internal collaborators, ensuring effective cross-functional teamwork.
- Engage with JV Partners by leading engagement with joint venture partners (Delta, Air France, KLM) to ensure cohesive operations.
- Lead Virgin Red relationship by overseeing the relationship under the shared service agreement.
- Lead all aspects of initiatives aligned with the Velocityx Plan to support long-term strategic goals.
Qualification & Requirements
- Excellent stakeholder management skills with the ability to build relationships with various stakeholders.
- Proven people leadership skills with experience of leading and inspiring a team.
- Understanding of change management with a proven track record of operational excellence in a large, complex, customer-focused environment.
- Strong commercial awareness and business insight.
- Understanding of Contact Centre best practices.
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
Virgin Atlantic
Industry
Airlines and Aviation
Revenue
$4.1B
Employees
8,500
Fortune 500 Rank
NA
Global 500 Rank
NA
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