Transformation Project Manager - Customer Lifecycle

Summary

The Transformation Project Manager - Customer Lifecycle (CLC) leads strategic operating‑model and change initiatives that are critical to the Hospitality executive agenda. The role partners closely with senior leaders and cross‑functional teams to design, implement, and evolve the CLC operating model across business lines and regions. It combines strategic process consulting with program leadership to drive adoption, resolve roadblocks, and deliver measurable business value. The manager also ensures long‑term coherence of the CLC model, aligned with other operating models and units across Amadeus.

Key Responsibilities

• Lead strategic operating‑model and organizational transformation initiatives across Hospitality Commercial areas, including structure, governance, roles, processes, capabilities, and technology;
• Partner with senior business leaders to analyze complex organizational challenges, assess scenarios and impacts, and define actionable recommendations aligned with Product and Customer Life Cycles;
• Own end‑to‑end delivery of transformation projects: define problem statements, scope, KPIs, roadmaps, and drive execution using best‑practice methodologies with cross‑functional virtual teams;
• Present clear insights and recommendations to executive decision bodies, ensuring alignment, adoption, and measurable business outcomes;
• Define and drive implementation and transition plans to target operating models, ensuring business continuity while evolving roles, processes, and ways of working;
• Collaborate closely with Product, Commercial, Operations, and transversal functions (Strategy, Finance, Legal, P&C) to ensure coherent and sustainable implementation;
• Ensure long‑term coherence, governance, and continuous improvement of the Hospitality Commercial Customer Life Cycle operating model;
• Promote operational excellence, best practices, and continuous‑improvement culture across teams, including communities of practice and leadership education;
• Mobilize, influence, and align senior stakeholders across functions and business units, managing complexity, dependencies, and conflicts when needed;
• Act as a role model for transformational leadership, demonstrating ownership, collaboration, and a solution‑oriented mindset.

About the ideal candidate:

• Graduate degree from a well‑recognized academic institution (Business and/or Engineering), or a strong track record in consulting, project, or operational change management;
• 5+ years of experience leading operating‑model and/or culture‑driven transformation initiatives;
• Strong understanding of core business processes (Product, Sales, Customer Success lifecycles) and Organizational Behavior / Transformational Leadership;
• Experience with agile methodologies (Scrum, SAFe) and continuous‑improvement frameworks (Lean, DMAIC);
• Ability to influence senior stakeholders and drive alignment on complex topics;
• Solid understanding of strategy and planning in large, international organizations;
• Effective in ambiguous, fast‑changing environments;
• Fluent in English; additional languages are an advantage.

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.