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.