Manager Customer Care

Department

Customer Care

Employee Type

Probationary

Step into the aviation industry with Cebu Pacific’s Marketing and Customer Experience Team who puts people at the heart of service. The group brings together Customer Experience, Brand and Technology Marketing, Digital Media, Partnerships and Ancillaries, Corporate Communications, and Customer Care to create seamless journeys beyond the flight.

Customer Care Operations plays a key role during flight disruptions. The team leads service recovery efforts, ensuring affected passengers receive timely, accurate, and empathetic communication. Working closely with Airport Operations, Network Control, and Customer Experience teams, Customer Care delivers a coordinated and consistent approach to managing disruptions.

The Customer Care Manager leads irregular operations (IROP) handling and service recovery end-to-end. This role requires strong leadership, sound judgment, and the ability to guide cross-functional teams in high-pressure situations. The Manager ensures all communications, systems, and recovery processes meet company standards and regulatory requirements. Top of Form

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Visit our careers site to learn more about how your moment matters at Cebu Pacific: Cebu Pacific Careers Site

Primary Responsibilities:

• Lead and manage the Customer Operations team responsible for IROP handling, service recovery, and passenger re-accommodation.
• Oversee the end-to-end management of flight disruption communications, ensuring timely, accurate, and empathetic messaging across all channels.
• Coordinate with cross-functional teams and external parties to ensure seamless handling of disrupted passengers.
• Develop and implement standard operating procedures (SOPs) for irregular operations, ensuring consistency, compliance, and customer-first decision-making.
• Monitor daily flight operations to anticipate potential disruptions and proactively activate customer recovery plans.
• Drive the optimization of recovery workflows, including notifications, rebooking, refunds, and compensation, in alignment with policy and service standards.
• Analyze disruption performance metrics, customer feedback, and recovery turnaround times to identify improvement opportunities.
• Lead post-incident reviews to evaluate response effectiveness, capture learnings, and drive continuous improvement.
• Provide coaching, guidance, and performance management to team members to ensure operational readiness and accountability.
  
  

• Graduate of any 4-year course
• Must have a minimum of 3-5 years’ customer service experience, with at least 3 years in a leadership role.
• Proven expertise in IROP management, disruption handling, or irregular operations recovery within an airline or large-scale service organization.
• Strong understanding of flight operations, network planning, and passenger communication protocols.
• Experience managing cross-functional coordination between different departments.
• Knowledge of aviation regulations, passenger rights, and service recovery standards.
• Familiarity with airline operations systems, customer notification platforms, and CRM tools (e.g., Navitaire, Amadeus, Salesforce).
• Demonstrated success in leading teams in high-pressure, time-sensitive operational environments.
  
  

• We are the first Great Place to Work ® certified airline in Southeast Asia.
• We have been recognized as Best Employer Brand on LinkedIn for two consecutive years.
• Be part of a forward-thinking team that values innovation and continuous improvement.
• Play a key role in developing and nurturing the talents that drive our success.
• Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university.
• Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners!
• Be assured of a comprehensive healthcare coverage upon hire.