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Manager Product Support

Date: Jan 16, 2019

Location: Montevideo, UY, CP91600

Company: Sabre

Req ID: 45083

Job Family: Management

 

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Job Description

Manages a team of multidisciplinary analysts/specialists and supervisors across one or multiple locations, providing 24/7 support to airline customers in the use of Sabre solutions in a high-availability environment, ensuring a seamless and consistent level of service through the different reporting channels made available: email, telephone and online tools.

Responsibilities:

  • Responsible for the coaching, development and mentoring of supervisors and team leads in the effective execution of their roles and the on-going stability of the operation.
  • Oversees and is responsible for team and solution performance metrics against pre-defined KPIs.
  • Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences.
  • Responsible for setting and achieving departmental goals, objectives and KPI’s
  • Develops and executes strategic plans for meeting organizational and team objectives.  
  • Plans and implements procedures and systems to maximize operational effectiveness and efficiency.
  • Responsible for analyzing operational demands and determining staff requirements.
  • Applies advanced skills and concepts to oversee large, complex projects. Provides effective direction and communication of goals, initiatives and performance.
  • Formulates organizational and business unit policies and practices, in alignment and compliance with Sabre’s standard practices and values.
  • Ability to work in a matrixed environment, supporting other organizations as well as multiple global offices.
  • Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship.
  • Fosters the continued enhancement of supervisor and team skills to promote career growth and personal development.
  • Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values.
  • Seeks out areas of operational and service improvement, determining right resource engagement model and applicable
  • Works with Human Resources to ensure adherence to and formulation of local Sabre policies.
  • Performs effective in a variety of formal presentation settings: one-on-one, medium or large-size groups, with peers, direct reports, direct managers and senior leaders

 

Job Requirements

  • Excellent level of spoken and written English
  • Analytical mindset and open to work under pressure with demanding deadlines
  • Sense of urgency
  • Prior people management experience
  • Good knowledge of Microsoft office and related systems and potentially other advanced tools
  • Excellent communication and interpersonal skills
  • Proven leadership experience preferably in the field of customer support
  • Skilled at priority setting
  • Strong organizational, strategic planning and time management skills

 

Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre's Employee Relations Department at employee.relations@sabre.com

 

Affirmative Action

Sabre is an equal employment opportunity/affirmative action employer and is committed to providing equal employment opportunities to minorities, females, veterans, and disabled individuals. EEO IS THE LAW

 

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Job Segment: Manager, Business Intelligence, Management, Technology

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