Lead CS Operations Architect at Digital Skills Ltd, Remote, 6 Months, €Contract Rate

Lead CS Operations Architect
Remote
Initial 6-month contract
Up to \xe2\x82\xac115 per hour (Outside IR35) - based on a 40-hour working week

About the Client

Digital Skills are supporting a global technology business undertaking a major transformation within its travel offering. The organisation is building a next-generation flights platform and requires a specialist to design the operational backbone of its customer service capability.

About the Role
This is a high-impact, greenfield role where you will define and architect customer service operations for a complex flights environment. You will bridge airline industry processes with a centralised customer service model, shaping how customer interactions and back-office workflows operate at scale.

Responsibilities

• Design and document end-to-end customer service workflows across the full flight lifecycle
• Map three-way interactions between customers, internal teams, and airline partners
• Define operational processes for complex scenarios such as schedule changes, cancellations, and disruptions
• Translate operational requirements into functional specifications for product and engineering teams
• Support delivery model decisions, including BPO and in-house operating models
• Identify opportunities for automation to improve efficiency and reduce manual workload
• Develop detailed workflows and protocols for handling Agency Debit Memos (ADMs)
• Investigate root causes of operational errors and implement mitigation strategies
• Produce SOPs, training materials, and escalation frameworks for customer service teams
• Collaborate with finance and technology stakeholders to ensure compliance and operational readiness
• Support launch preparation, including readiness testing and process validation

Desired Skills and Experience

• Extensive experience within an Online Travel Agency or flights-focused environment
• Deep knowledge of airline operations, ticketing lifecycles, and disruption handling
• Strong understanding of GDS platforms (eg Amadeus, Sabre, or Travelport)
• Proven experience designing and implementing customer service operating models
• Experience mitigating and managing Agency Debit Memos (ADMs)
• Ability to translate operational needs into technical requirements
• Experience working with outsourced BPO environments and/or in-house service teams
• Strong stakeholder management skills across product, engineering, and finance
• Track record of building processes from scratch in complex, fast-paced environments
• Excellent documentation and service design capabilities

Summary of the Best Candidate
This role is suited to a highly experienced operations consultant with extensive experience in flights or aviation domain, ideally within an OTA or airline environment. You will bring deep expertise in customer service design, GDS systems, and ADM management, alongside the ability to operate effectively in ambiguous, greenfield programmes.

The ideal candidate will combine strategic thinking with hands-on execution, capable of building scalable operational models while collaborating closely with cross-functional stakeholders.