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Job Title:  Sr Manager, Technical Support

Location: 

ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 58858

Job Family: Management

 

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey! 

Job Description

Sabre is looking to hire a new leadership role to focus on delivering a smooth customer transition post implementation from Delivery to Care.  This Senior Manager will serve as a main point of contact to our airline customers by offering technical expertise, analysis and insights and effective problem solving.  This leader will manage and diffuse customer escalations.  This role will report into the VP of Technical Solution Support and can be based out of the US or Montevideo. 

 

Responsibilities:

  • Improve Delivery and Care process maturity for driving smooth customer implementations and post implementation phases
  • Driver of continuous improvement culture within Care
  • Ensure customer care escalations and critical issues are resolved within agreed and aligned timelines
  • Heavy collaboration and building bridges between PSCS and Engineering, product, TEO to drive alignment
  • Focus on driving down escalation rates once transitioned to Care
  • Deconstruct, document and articulate difficult problems into data and insights that translate into actions
  • Represent the team in customer engagements and or internal escalation representation at senior leadership forums
  • Translate technical requirements into an understandable manner to a variety of audiences

Job Requirements

  • Bachelor’s degree preferred
  • Functional knowledge of one of the Sabre GUI stacks – Sabre Red, Interact, Radixx Res/GO to appreciate how customers use our solutions in business context
  • Deep understanding of Sabre technology stack and architecture
  • Ability to pitch and win over customers (internal/external) through effective story telling is key to this role
  • Take initiative and comfortable challenging the status quo to achieve desired customer outcomes
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects, executive leadership
  • Expertise in Salesforce service, JIRA, Qliksense and MS Suite is required
  • 25-50% travel to customers during and post implementation

Benefits

  • Work in modern Zonamerica campus alongside all the amenities it has to offer!
  • Annual Performance bonus plans
  • Development opportunities in country or globally
  • We offer a competitive private health insurance for employees and eligible children 
  • Extra Paid Time Off (5 extra days each year) 
  • 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) plus up to 1 year maternity shifts 
  • Daily meal allowance
  • Life Insurance 
  • Corporate Social Responsibility opportunities
  • Recognition and acknowledgement programs
  • Fun employee engagement and development events

 

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses. Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

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