Lead Vueling's customer service excellence by developing and implementing standards that ensure top-tier passenger experiences, while designing innovative training programs to empower our teams across operations.

At Vueling, Europe's leading low-cost airline, we are seeking a dynamic Manager of Customer Standards & Training to elevate our commitment to outstanding passenger experiences. In this pivotal role, you will oversee the development and enforcement of customer service standards across all touchpoints of the customer journey, from booking and check-in to in-flight services and post-travel support.

Key responsibilities include conducting regular audits of service delivery to identify gaps and opportunities for enhancement, collaborating with operational teams to integrate best practices, and analyzing customer feedback data to inform strategic improvements. You will design, deliver, and evaluate training programs tailored to cabin crew, ground staff, and customer-facing teams, ensuring alignment with industry benchmarks and Vueling's brand values of efficiency, friendliness, and innovation.

Reporting to the Head of Customer Experience, you will lead a team of trainers and standards specialists, fostering a culture of continuous learning and accountability. This position offers the chance to make a tangible impact on millions of passengers annually, contributing to Vueling's growth and reputation as a customer-centric airline. If you have a passion for service excellence and experience in high-volume, fast-paced environments, join us to shape the future of air travel.

• Bachelor's degree in Business Administration, Hospitality, or a related field; Master's degree preferred.
• Minimum 5 years of experience in customer service management, with at least 2 years in training and standards development within the aviation or hospitality industry.
• Proven track record in creating and rolling out customer service policies and training curricula that drive measurable improvements in service quality.
• Strong leadership skills with experience managing cross-functional teams and collaborating with international stakeholders.
• Excellent communication and interpersonal skills in English and Spanish; additional languages are a plus.
• Proficiency in customer service software, learning management systems (LMS), and data analytics tools for performance tracking.
• Knowledge of aviation regulations and customer satisfaction metrics (e.g., NPS, CSAT).

• Competitive monthly salary range of €4500-€6500, plus performance bonuses.
• Comprehensive health and dental insurance coverage for employees and dependents.
• Generous travel benefits, including discounted flights on Vueling and partner airlines for personal and family use.
• Flexible remote work options with opportunities for hybrid arrangements.
• Professional development support, including access to training courses and conferences in customer service and aviation.
• 25 days of paid annual leave, plus public holidays and wellness days.
• Company pension scheme with employer contributions and employee assistance programs.