Senior Manager - Operational Development - Contact Centre - Swansea, Crawley Job details Salary: Competitive Hours: Full Time, 40 hours a week Location: Crawley or Swansea (hybrid working 3 days a week in the office with presence in both sites couple of times a month) Contract: Permanent Closing Date: 10th March 2025 At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo. Join our team of forward-thinkers who approach the world with a different lens We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you're ready to take your career to new heights, this opportunity is for you. In a nutshell 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. Day to day The primary goal of this role is to boost operational performance and implement change while translating the company vision into actionable initiatives and leading a high-performing team. Other day to day responsibilities include: 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. About you To succeed in this role, you will need: 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. Although not essential, background in aviation would be desirable. If this sounds like you then we would love to hear from you Be yourself - Our differences make us stronger Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong. To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we've got your individual considerations covered. Our recipe for leadership At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here