CUSTOMER DIGITAL OPERATIONS SPECIALIST

At Vueling, we connect people, places and opportunities ✈️

As part of the IAG Group, we are one of Europe’s leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.

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Mission

As a Customer Digital Operations Specialist, you will ensure the stability, performance and continuous improvement of customer-facing digital platforms and operational systems. Acting as a bridge between business, technology teams and external providers, you will coordinate incident resolution, support operational excellence and help deliver a seamless customer experience across digital channels.

Tasks & Responsibilities

• Monitor the performance, availability and operational health of customer-facing digital platforms and systems.

• Coordinate the investigation, tracking and resolution of incidents impacting customers or business operations.

• Escalate and follow up on critical issues, ensuring timely recovery and minimal disruption to customer services.

• Analyse recurring incidents and identify root causes and opportunities for continuous improvement.

• Support the rollout, adoption and operational readiness of new digital products, services and enhancements.

• Monitor service performance and proactively identify operational risks affecting customer journeys.

• Contribute to service resilience by supporting recovery and continuity processes for critical customer systems.

• Collaborate with stakeholders to optimise operational processes and improve customer experience.

• Produce operational insights and recommendations to enhance platform reliability, efficiency and service quality.

• Support the management of third-party vendors and technology partners to ensure service delivery standards are met.

• Ensure digital operations are aligned with business priorities in a fast-paced, customer-centric environment.

Academic Background

• Bachelor's degree in Business Administration, Information Systems, Technology, Engineering or a related discipline.

• Equivalent professional experience will also be considered.

• Additional certifications related to Service Management, IT Operations or Digital Technologies will be valued.

Experience

• 3-5 years of experience in Digital Operations, Service Management, Customer Support Operations, CRM Support, Helpdesk, QA, Customer Systems Support or similar environments.

• Experience supporting customer-facing platforms or business-critical systems.

• Proven experience coordinating incidents and working with multiple stakeholders across business and technology functions.

• Understanding of operational monitoring, service performance and continuous improvement practices.

• Professional proficiency in English.

• Professional proficiency in Spanish.

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? Vueling Values

Our values are what we believe in, what we stand for and how we behave.

• Make it happen

• Make it better

• Make it safe

• Make it cost-focused

• Make it customer-oriented

• Win together

Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.