Senior Customer Service Operations Specialist Flights

Senior Customer Service Operations Specialist (Flights)

Location: Amsterdam, Netherlands (preferred), or remote within European time zones with monthly travel to Amsterdam.

Note: Only Independent contractors / freelancers this is not a permanent offering / FTE role. The initial contract will run for 6 months and 40 hours per week.

Role Overview

A leading online travel company is seeking a senior contractor to shape the Customer Service operating model for Flights.

The role may involve assessing and optimising an existing operating model, designing new operational architecture from the ground up, or a combination of both. You will be expected to quickly understand complex airline servicing environments and deliver practical outputs ranging from operating-model recommendations to detailed service workflows and agent protocols.

This is a highly autonomous individual contributor role requiring someone who can move comfortably between strategic operating-model design and detailed operational execution.

Key Responsibilities

Operating Model Strategy & Design

• Define, assess, or redesign the Flights Customer Service operating model.
• Establish responsibilities, governance, decision rights, and performance ownership.
• Identify inefficiencies, accountability gaps, customer experience issues, and avoidable costs.
• Develop target-state operating models and improvement recommendations.
• Assess SLA performance, cost drivers, and operational effectiveness.

Service Design & Process Architecture

• Design and document operational flows covering:
  • Schedule changes
  • Cancellations
  • Refunds
  • Disruptions
  • Ancillary issues
• Define agent workflows, SOPs, and escalation frameworks.
• Map handoffs between customers, agents, systems, airlines, and partners.
• Translate operational requirements into Product and Engineering requirements.

Financial & Operational Risk

• Analyse cost drivers and operational risks.
• Identify vulnerabilities that lead to financial loss or service failure.
• Design controls, audit processes, training guidelines, and compliance standards.

Stakeholder Management

• Partner with Flights, Customer Service, Finance, Product, and Technology teams.
• Produce executive-ready recommendations, service blueprints, and decision-support materials.
• Present findings and recommendations to senior stakeholders.

Key Deliverables

• Flights Customer Service operating-model design or redesign.
• Service design maps covering booking, modification, cancellation, schedule change, and disruption journeys.
• KPI and SLA framework design.
• Operational requirements for Product and Technology teams.
• SOPs, escalation frameworks, agent protocols, and training guidelines.
• Cost, performance, and operational improvement recommendations.
• Leadership-ready recommendation pack supporting strategic decisions.

Required Experience

Essential

• 8+ years' experience within an OTA, airline, GDS, or flight-focused BPO environment.
• Deep understanding of:
  • Ticketing lifecycles
  • Amadeus, Sabre, or Travelport
  • ARC, IATA, and BSP regulations
• Extensive experience in customer service operating models, service design, and operational improvement.
• Experience working in SLA-driven customer service environments.

Additional Requirements

• Strong financial and commercial understanding, including service cost analysis and risk mitigation.
• Experience mapping complex customer journeys and operational workflows.
• Ability to move between strategic operating-model design and detailed process design.
• Experience influencing stakeholders within large, matrix organisations.
• Comfortable working independently in ambiguous environments and producing executive-level documentation.

• This role is only open for independent contractors that are based in Amsterdam or the European timezone.
• This is not a Full-time role and no relocation or sponsorship can be provided.
• Please apply before Tuesday 11/09/2026 12:00 AM to be considered

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