Job Description

Posted 9 hours ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We are looking for a strategic, data-driven, and visionary leader to join our Customer Experience (CX) Leadership Team. Reporting directly to the Chief Customer Experience Officer, the Director of Service Excellence will be the architect of our customer journeys and the guardian of our interaction quality driven by AI.

Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

Millions of customers every year across 44 markets – 5 brands – over 8 million Prime members since launching in 2017.

More than 100 million searches per day on our websites – more than 6 billion AI daily predictions

Over 1,800 employees – More than 60 different nationalities from all continents – 99% permanent contracts

We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do:

The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers.

In this pivotal leadership role, your impact will be felt across every touchpoint of the traveler’s lifecycle. You will be responsible for:

• Journey Mastery: Owning and optimizing our end-to-end offline customer journeys, both through AI and human support, to ensure every interaction is intuitive and frictionless (influencing the digital customer journey). Making sure that CX Journeys is involved early on in projects across the business.
• Hybrid Intelligence Training: Leading the training strategy for both our human agents and our Voice AI, ensuring world-class support and retention performance while maintaining a sharp focus on cost-effectiveness.
• Reputation Advocacy: Overseeing our global online reputation management, ensuring our contact centers effectively support and amplify our brand voice across public platforms.
• Quality Innovation: Defining and scaling the way we evaluate interactions. You’ll go beyond the “what” to find the “how,” using CSAT, DSAT, and FCR as your compass to drive efficiency.
• Insight-Driven Transformation: Closing the loop by using quality data to redesign journeys and improve the broader organization

What you need to succeed:

Good to have

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

· Natural leader

· A true connector – helps to navigate the organization. Facilitates between his/her teams and other areas/functions

· Extensive experience in a CX support environment is a must. This includes having managed a CX support center for quality with concrete results.

· Have a true growth mindset; learn new concepts quickly and want to apply them

· Have experience in transforming teams into a new way of working

· Have experience in leading a team towards automation of repetitive tasks

· Have experience working with AI systems

Preferred Qualifications

• Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI-powered assistants.

• Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI-driven solutions into workflows.

• AI-Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.

• Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.

What’s in it for you?

The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role-based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle.
• Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.

• Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcomes. You’ll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile mindset environment with recognition at our core.

Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.

Apply now!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.