Manager, Training & Consulting Operations Job Opening

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel@Amadeus

The Manager, Training & Consulting Operations is a managerial role within the professional services organization. The person in this role will be responsible for the day to day management of the team of Subject Matter Experts, and the outside team of Contractors (assisted with a Team Lead). This person will manage the team skills to align with the product direction and sales pipeline. This person will work with the Manager, Services Readiness on new product releases focusing attention to new service offerings and delivery methods. This position will interact with customers, internal team members, and executive management.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manage team personnel, including but not limited to: performance reviews, vacation approvals, professional development and mentoring
• Perform interviews and make candidate recommendations for new hires
• Forecast revenue for the teams on a monthly basis
• Deliver forecasted revenue from within the teams on a monthly basis
• Monitor and manage the utilization, margin and expense levels of the team to meet budgetary goals
• Perform capacity planning management to ensure staffing levels are properly aligned to meet revenue forecast, product releases, and international office requests.
• Act as a point of escalation for customers and team members with service delivery issues and manage escalated issues to closure
• Evaluate and improve team delivery processes
• Act as the primary contact with sales for pre-sales estimates
• Contribute to the direction and growth of the professional services organization as part of the management team
• Monitor the incoming client surveys and address items with team members or clients as required.
• Actively participate in the product release planning as outlined in project charters
• Create, evaluate and implement new service offerings to improve the quality, efficiency, and/or market demands.
• Implement the services framework that clearly defines entry and exit criteria for projects

Supervisory Responsibilities

• Manage the day to day operations for the Contractors
• Perform performance evaluations, goal setting, and quarterly project reviews with staff.
  

Education and/or Experience

• Bachelor of Science or degree in Information Systems, Computer Science, Hospitality Administration, or Business Management or related field required.
• 3+ years’ experience in a professional services organization
• 2+ years’ of hospitality experience.
• 2+ years’ experience with Amadeus products
• The ability to work across departmental lines, and to establish clear common objectives.
• The ability to understand client needs and communicate attainable solutions.
• A strong customer service orientation
  

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Oral Communication – Fluency in English required. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates productively in meetings.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with constant change, delays, or unexpected events.
  

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

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