Support Operations Improvement Principal Specialist

Summary

As the Support Operations Improvement Principal Specialist, you will lead and manage continuous improvements in support services to meet customer and market needs. The role focuses on identifying, formalizing, and optimizing business processes by mapping workflows, tracking performance indicators, and promoting tools and methods that drive efficiency with newly released products and services. You will foster a culture of continuous improvement and knowledge sharing through process‑based management, performance measurement, quality audits, and targeted training initiatives.

Key Responsibilities

• Act as the primary entry point for new service implementation requests (new products, features, services, technologies, and digitalization). Define, implement, and drive the overall service model within Customer Care Management (CCM), ensuring strong end‑to‑end governance and consistent support operations;
• Manage projects and programs from scope assessment through preparation of CCM teams for beta, pilot, or general availability, ensuring stable end‑to‑end support environments that reflect excellent customer satisfaction. This includes coordination across L1, L2, and supporting teams contributing to the customer experience;
• For newly launched products or services, analyze customer support data (performance reports, satisfaction insights, stakeholder feedback, etc.) to identify issues early and implement improvement actions that enhance launch effectiveness;
• Manage and identify service improvement or operational projects as assigned by leadership.                                                                    

About the ideal candidate:

• Degree in business administration, operations, engineering, IT, or equivalent experience;
• 7–8 years of experience in Customer Service/Technical Support/IT Support roles;
• Background in support operations or service desk environments, with exposure to incident management, continuous improvement, and new product/feature launches;
• Hands‑on experience with ticketing systems, audits, and performance reporting;
• Familiarity with solution deployments, communication, and follow‑up on process improvements;
• Project management experience in small and large initiatives;
• Experience supporting internal audits, compliance checks, or quality reviews;
• Ability to work under moderate supervision while adapting to new processes;
• Certifications such as ITIL, ISO, PMP, or related training are a strong advantage;
• Willingness to work flexible hours, including weekends, as part of a rotating schedule supporting a global customer base.                                                                                               

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.