Customer Care Operations Manager

We’re looking for exceptional people who can support our shift from reactive to proactive customer care across the British Airways operation. As part of the Proactive Customer Care (PCC) team, you will play a pivotal role in shaping how we protect and enhance the customer journey, boost NPS and deliver meaningful interventions at the moments that matter most to our customers. This role leads an “on‑the‑day” operation, responsible for identifying issues before they impact our customers, using innovative platforms, tools and channels to deliver a timely customer response in disruption. You will be based in the Integrated Operations Centre at Waterside and have the opportunity to work across all directorates to influence real-time decision‑making, manage service failures and champion a data and insight‑led approach to service recovery that delivers better outcomes for our customers. You’ll create an environment where our people feel empowered to listen, act and do the right thing, ensuring every customer feels cared for throughout their journey.