{"id":2603672,"url":"https://alion.io/job/cathay-pacific-customer-care-operations-manager","title":"Customer Care Operations Manager","company":{"id":96209,"name":"Cathay Pacific Airways","domain":"cathaypacific.com","url":"https://alion.io/company/cathay-pacific","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":47000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-11T16:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-22T04:09:41Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Company Description\nCathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose - to move people forward in life - begins with our own people.\nAcross our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit - and supported to grow through a meaningful career that moves with you.\nIf you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.\nRole Introduction\nLead the day-to-day performance and future direction of Cathay’s Customer Contact operations during a period of significant transformation. This role sits at the heart of Cathay’s ambition to become one of the world’s greatest service brands, with accountability for large-scale operations, customer outcomes, and people engagement.\nYou will oversee a customer contact organisation of approximately 100-150 full-time employees, translating global customer contact strategy into operational reality. The work spans customer experience, productivity, cost optimization, sales performance, risk management, and people development, while maintaining a strong external outlook on contact centre best practice.\nBeyond operational delivery, the role shapes the culture and capability of the hub. By developing leaders, strengthening coaching practices, and driving change readiness, this position plays a critical role in delivering consistent, high-quality experiences for customers while moving people forward in their careers at Cathay.\nKey Responsibilities\nImplement Cathay’s global customer contact strategy while maintaining an external industry perspective to sustain competitive advantage.\nLead and manage a customer contact operation of approximately 100-150 employees, driving engagement and execution of Cathay’s people strategy.\nDeliver customer excellence by executing globally designed customer experience strategies across front office, middle office, and high-value member servicing.\nMonitor and optimise staffing, productivity, cost, and operational performance across the hub.\nDrive revenue performance through the customer contact channel in line with the agreed annual operating plan.\nManage operational, resilience, and fraud risks within defined risk appetite, developing mitigation plans as required.\nExecute functional, technical, and leadership development roadmaps in partnership with Cathay Academy, embedding strong coaching and operating rhythms.\nLead and support change and transformation initiatives, ensuring readiness and adoption across teams.\nBuild, develop, and performance-manage leaders and direct reports through structured goal setting, reviews, and development planning.\nEstablish and maintain a robust operating rhythm and performance governance framework, using leading and lagging indicators to track outcomes, drive accountability, and support continuous improvement across the operation.\nRequirements\nGraduation in any discipline.\nTertiary education with a minimum of 10-12 years of contact centre or service delivery experience in a leadership role.\nDemonstrated experience in Lean Six Sigma, risk management, and vendor management.\nStrong people management capability with excellent communication and interpersonal skills.\nProven strategic agility with strong influencing skills.\nRigorous analytical and problem-solving capability.\nA collaborative, change-driven leadership approach with confidence and self-motivation.\nExcellent command of written and spoken English.\nProficiency in Microsoft Office and PowerPoint.\nWillingness to undertake international travel to Customer Contact Division sites.\n** Candidates must have the legal right to live and work in India.\nBenefits\nhttps://careers.cathaypacific.com/who-we-are/why-work-here\nCathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.\nTravel Privileges on Cathay Pacific Airways Global Network\nExtensive well-being programs including health and employee assistance program benefits to help you stay well.\nPaid Leave\nIf this position requires a uniform, a uniform allowance will be provided.\nPersonal & Application Information\nCathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.\nAll related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.\nWe thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.\nAll job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.","description_format":"text","description_chars":5368,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Hong Kong","iso":"HK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-15T08:55:04Z"}],"visa":[],"liveness":{"score":46,"band":"ok","label":"Likely open","p_open":1,"p_active":0.607,"p_room":0.75,"age_days":10,"expected_fill_days":15,"reasons":["conf:2","stale_co","velocity","win:late"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/cathay-pacific-customer-care-operations-manager","json_url":"https://alion.io/job/cathay-pacific-customer-care-operations-manager.json","meta":{"generated_at":"2026-10-22T07:15:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2812,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":96209},"rest":"https://alion.io/mcp/rest/get_company?id=96209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcathay-pacific-customer-care-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcathay-pacific-customer-care-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcathay-pacific-customer-care-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cathay-pacific-customer-care-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcathay-pacific-customer-care-operations-manager"}]}