Team Leader Digital Customer Operations

Location: Amman, Jordan; hybrid work with work from home up to 2 days per week depending on team needs

Company

hirify.global provides technology and communication solutions for airports, airlines, borders, and the global air travel industry.

What you will do

• Lead critical incident and crisis management from identification through service restoration.
• Coordinate resolution calls and act as the primary communication point for stakeholders, senior management, and affected teams.
• Own change governance across portfolios, including change requests and chairing the Change Control Board.
• Lead, coach, and motivate the DCO team while managing performance, escalations, conflicts, and employee development.
• Analyze incident trends, conduct post-incident reviews, identify root causes, and implement corrective actions.
• Assess training needs and design onboarding, technical, case management, customer communication, and quality training programs.

Requirements

• Minimum 7 years of relevant travel industry experience, preferably in airline industry systems support or delivery.
• At least 5 years of people management experience with leadership, problem-solving, and incident management responsibilities.
• Bachelor's or university degree in a related field, or equivalent work experience.
• ITIL Foundation Certificate required at minimum.
• Knowledge of stakeholder management, customer success, communication, negotiation, strategic planning, project management, incident management, service requests, networking, application support, and ITSM ticketing.

Culture & Benefits

• Inclusive environment operating across 200 countries and 60 languages and cultures.
• Flex Day arrangements to adapt the workday to personal plans.
• Flex-Location benefit allowing work from any location in the world for up to 30 days per year.
• Employee Assistance Program and Champion Health wellbeing platform.
• Professional development through LinkedIn Learning, Microsoft Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and other learning platforms.
• Competitive benefits aligned with the local market and employment status.