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:

Proactive Customer Care Operational Delivery Manager

Are you passionate about turning plans into action, driving delivery at pace and making sure complex initiatives land successfully in a fast-moving operational environment?

This is an exciting opportunity to join British Airways' Proactive Customer Care (PCC) team as a PCC Operational Delivery Manager.

PCC is at the forefront of British Airways' 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 operates as a 24/7 global customer care function, proactively supporting customers around the world and playing a critical role in how British Airways anticipates, manages and recovers disruption. 

As part of this growing global operation, you'll be responsible for driving the day-to-day delivery of PCC's transformation and growth agenda, working across our Customer Care sites, including Delhi. You'll own detailed delivery plans, coordinate activity across multiple workstreams and ensure initiatives remain on track, risks are managed and key milestones are achieved. 

Working closely with the Lead PCC Operational Delivery Manager and PCC Leadership Team, you'll play a pivotal role in translating strategy into operational reality, supporting operational readiness, embedding new ways of working and ensuring transformation programmes deliver lasting benefits for customers, colleagues and the business.

What you’ll do:

• Support the delivery of PCC transformation initiatives, including our contact centre (Call BA in Delhi) ramp-up activity, working closely with senior stakeholders across PCC and Customer Care.
• Assist in the development and execution of plans to scale PCC capability, including supporting training, floor-walking and operational readiness activity.
• Prepare and maintain reporting outputs, supporting the creation of regular PCC updates, insight packs and presentations for leadership forums.
• Analyse operational performance data and shift reports to identify emerging trends and support the development of improvement actions. 
• Coordinate activity across PCC, Customer Relations and global teams, helping maintain alignment and effective communication. 
• Support the management of delivery plans, risks, actions and milestones through transformation tracking tools. 
• Attend operational and project meetings, capturing actions and ensuring progress is monitored and communicated.
• Contribute to the development of processes, training materials and operational documentation.
• Build strong relationships across PCC, Call BA and wider business teams to support successful delivery of key initiatives. 
• Support wider transformation activity, including Find It Fix It (FIFI), through action tracking, reporting and stakeholder engagement.

What you’ll bring to British Airways:

You bring a passion for operational excellence and a proactive, solutions-focused mindset. You enjoy working in a fast-paced environment where collaboration, organisation and delivery are critical to success.

You'll be highly organised, analytical and delivery-focused, with the ability to manage multiple priorities while maintaining attention to detail. Comfortable working with stakeholders across different teams and locations, you'll build strong relationships, communicate effectively and help drive progress across a broad range of initiatives. 

You'll also bring:

• Strong stakeholder management and communication skills.
• Excellent organisational, planning and prioritisation capability.
• Strong project and task management skills.
• A collaborative approach and willingness to learn and develop.
• Resilience and adaptability in a rapidly changing environment.
• Strong analytical skills with the ability to interpret data and identify trends. 
• A reliable, delivery-focused approach and the ability to work across multiple workstreams simultaneously. 
• Confidence creating structured reports, presentations and communications tailored to different audiences.

Your experience:

• Minimum 1 year experience in building project plans, and tracking risks, actions, issues and decisions (essential)
• Frequent travel to our global contact centre sites (UK and India) is essential for this role
• Minimum 1 year experience in an operational role (desirable)
• Knowledge of Customer end to end journey (essential)
• Experience supporting initiatives or projects from concept to delivery desirable (essential)
• Exposure to stakeholder management and cross-functional working (desirable)
• Confident in creating reports, presentations or training materials desirable
• Experience with leading change across 100 colleagues or more (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: 12:00-12:30
Host: Francesca Marshall
Link: https://events.teams.microsoft.com/event/e2bdd89c-dc48-4807-8335-64d654d11fb4@ddd66cce-ffe1-4029-967c-5e15ef73127f

Session 2
Date: 3rd August 2026
Time: 15:00-15:30
Host: Francesca Marshall
Link: https://events.teams.microsoft.com/event/f076852e-8f5c-4482-8e5f-409f9e77499f@ddd66cce-ffe1-4029-967c-5e15ef73127f