Lead Proactive Customer Care Operational Delivery Manager

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Lead Proactive Customer Care Operational Delivery Manager

Are you passionate about helping British Airways move from reactive customer service to proactive customer care, ensuring we identify and resolve issues before they become problems for our customers?

This is an exciting opportunity to join British Airways' Proactive Customer Care (PCC) team as Lead Proactive Customer Care Operational Delivery Manager. PCC is at the forefront of BA's ambition to transform customer care, moving from reactive service to proactive intervention by identifying and resolving issues before they become problems and reducing customer effort at every stage of the journey.

Today, PCC is a 24/7 global operation, supporting customers around the world and playing a critical role in how British Airways anticipates, manages and recovers disruption. As the function continues to grow, PCC remains central to BA's ambition to deliver more proactive and personalised support to customers.

In this role, you will lead the operational delivery of PCC's proactive agenda across our Delhi and Customer Care sites, ensuring we have the capability, governance and operational excellence needed to scale our impact. Working closely with senior leaders across the business, you'll drive transformation initiatives from concept through to implementation, embedding new ways of working and delivering measurable improvements for both customers and colleagues.

You'll use data, insight and stakeholder engagement to drive meaningful improvements for both customers and colleagues. From leading high-profile transformation programmes and chairing governance forums such as Find It, Fix It, to influencing senior stakeholders and developing high-performing teams, you'll be at the centre of shaping the future of customer care at British Airways.

If you're energised by solving complex problems, leading change at scale and turning ambition into action, this is an opportunity to make a lasting impact in one of British Airways' most visible, fast-growing and innovative customer-facing functions.

What you’ll do:

• Support the development and delivery of PCC and Customer Relations strategies, helping drive the continued transition from reactive to proactive customer care, focusing on reducing customer effort when things don't go to plan.
• Lead stakeholder engagement and chair governance for Find It Fix It (FIFI), identifying issues that impact our customers at the root cause and driving progress across a large portfolio of improvement initiatives and ensuring actions are tracked through to completion.
• Lead our operational delivery and ramp up of proactive initiatives in Call BA, our Contact Centre in Delhi, and across our other contact centre sites
• Represent PCC across senior stakeholder groups, building momentum behind key customer and operational improvements
• Own and manage key transformation initiatives and delivery plans, ensuring priorities remain aligned to Customer Care objectives within our transformation reporting tool WAVE  
• Develop performance reporting and scorecards that provide insight, drive accountability and support operational decision-making
• Build strong relationships across global teams and travel where required to strengthen capability, share best practice and identify opportunities for improvement.
• Lead, support and develop colleagues in your team and across the wider team, creating an environment focusedon performance, engagement and continuous improvement.

What you’ll bring to British Airways:

You are a forward-thinking, ambitious leader who thrives in a fast-paced operational environment. You enjoy connecting the dots between data, people and performance, using insights to influence decisions and deliver meaningful change for our customers and colleagues.

Your collaborative approach enables you to build strong relationships across a matrix organisation, while your confidence and credibility allow you to influence stakeholders at all levels. You are naturally curious, resilient and solutions-focused, always looking for ways to improve customer outcomes, operational performance and colleague experience.

You bring strong governance and programme management capability, balancing multiple priorities while maintaining a relentless focus on delivery. Most importantly, you're passionate about creating positive change and helping British Airways continue its journey towards proactive customer care.

Your experience:

• Minimum 2 years experience in a management role and leading a team (essential)
• Travel to our global contact centre sites (UK and India) is essential for this role
• Knowledge of Customer end to end journey (essential)
• Experience working with senior stakeholders and confidence in presenting insights to large audiences (essential)
• Demonstrated ability to manage complex initiatives or programmes (essential)
• Experience within customer operations, disruption management or contact centres (desirable)
• Ability to use WAVE or other transformation platform tools (desirable)
• Strong understanding of performance metrics, reporting and dashboards, with ability to use Tableau and Power BI (desirable))

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.

If you would like to learn more about the role or have any questions before applying, we will be hosting two informal drop-in sessions. Feel free to join either session to hear more about the opportunity and ask any questions you may have.

Please find the session details below:

Session 1
Date: 31st July 2026
Time: 11:00-11:30
Host: Francesca Marshall (hiring manager)
Link: https://events.teams.microsoft.com/event/505abb98-4570-43fb-963f-404ae019393b@ddd66cce-ffe1-4029-967c-5e15ef73127f

Session 2
Date: 3rd August 2026
Time: 14:00-14:30
Host: Francesca Marshall (hiring manager)
Link: https://events.teams.microsoft.com/event/7526ed6b-fb1f-4be2-b1ed-6ba93c9413b2@ddd66cce-ffe1-4029-967c-5e15ef73127f