Senior Manager Customer Recovery

Position Summary

The Senior Manager Customer Recovery leads the Customer Recovery team within the System Operations Center (SOC), ensuring cross functional, coordinated customer recovery execution during disruptions fand focused on delivering excellent customer recovery results. This role provides day-to-day leadership across SOC–Customer Recovery, driving operational excellence through clear priorities, rapid response, and consistent follow-through across shifts and partner teams.

This role reports to the Business Continuity, Emergency Response, and Customer Recovery Director. The Customer Recovery Senior Manager serves as the primary day-to-day execution and oversight lead for the SOC Customer Recovery team, translating the Customer Recovery operating model into repeatable frontline execution across shifts. This role drives cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology partners to remove blockers, maintain execution integrity, and strengthen recovery performance over time.

As a senior operational leader, the Senior Manager is responsible for performance management, standards adoption, operating cadence, and continuous improvement, with an emphasis on anticipating disruption impacts on customers, enabling consistent execution of customer recovery actions, and translating performance insights into actions that improve customer outcomes.

Essential Responsibilities

• Lead day-to-day Customer Recovery execution during disruptions, setting priorities and coordinating actions across SOC-Customer Recovery
• Serve as the escalation point for critical customer recovery decisions, ensuring risks/tradeoffs are surfaced early, decisions are documented, and actions are closed
• Lead and oversee the Customer Recovery Communications, Product, and Programs & Standards teams, ensuring their work supports recovery execution and continuous improvement
• Oversee customer recovery communications strategy and execution during disruptions, ensuring timely, clear, and consistent customer-facing messaging aligned with operational needs
• Guide and inform Product and Data/Analytics priorities by translating customer recovery needs and performance insights into actionable product requirements, reporting, and decision support
• Oversee customer recovery manuals, playbooks, and standards to ensure they remain current and are applied consistently across the workgroup
• Oversee shift scheduling and staffing for the Customer Recovery, ensuring reliable 24/7 operational coverage and leadership continuity across shifts
• Run the real-time operating cadence (huddles, escalation routines, post-event reviews) to drive pace, clarity, and cross-team alignment
• Drive cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology to remove blockers and maintain recovery integrity
• Drive recovery performance leveraging data and analytics related to customer recovery operations, translating trends into prioritized actions and corrective measures
• Strengthen recovery processes and standards through continuous improvement, oversight over playbook/standards upkeep, and consistent communication practices embedded across shifts and with Airports, Inflight, Customer Support, System Operations
• Support labor and cost visibility in collaboration with FP&A, including budgeting inputs and operating assumptions as needed
• Develop and lead the team, providing coaching, guidance, and accountability to build capability and a strong leadership pipeline
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Six (6) years of experience in airline operations, SOC/IOC environments, disruption management, or comparable real-time operational leadership roles
• Three (3) years of experience in a leadership role (Manager level or above), including performance management and team development
• Demonstrated ability to lead cross-functional execution under time pressure through prioritization, escalation, and accountability
• Strong written and verbal communication skills with the ability to synthesize quickly and communicate priorities, risks, and decisions clearly
• Able to work flexible hours and rotating shifts aligned to 24/7 operating needs, including availability during major disruption events
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the