Process Improvement Specialist

Purpose of the Role

The Process Improvement Principal Specialist supports Travel Distribution Customer Operations (Customer Management Operations — CMO) teams across Delivery, Learning, and Support to maximize value delivery and enhance customer satisfaction. The role evaluates current business practices, identifies opportunities for improvement, and helps advance sustainable operational enhancements.

As part of CMO’s Center of Excellence, this position guides cross‑functional process improvement initiatives to design, refine, and implement optimized business processes. The successful candidate will bring strong analytical capability, effective stakeholder engagement skills, and experience with data‑informed process improvement methodologies.

Key Roles and Responsibilities

• Guide strategic process improvement initiatives across Customer Operations (CMO), ensuring alignment with organizational objectives and positive customer outcomes.
• Support end‑to‑end process transformation programs, including current‑state assessment, solution design, implementation, and ongoing optimization.
• Provide informed guidance to senior stakeholders through insights and recommendations based on operational knowledge and data analysis.
• Promote the use of Lean, Six Sigma, Kaizen, and continuous improvement practices to help embed a culture of operational enhancement across the organization.
• Coordinate governance for process documentation to ensure it remains accurate, consistent, compliant, and accessible for all stakeholders.
• Mentor teams on process improvement, change management, and performance measurement to help build internal capability.
• Work collaboratively with cross‑functional leaders to integrate process improvements across global operational environments.
• Establish, monitor, and report on Key Performance Indicators (KPIs) to assess the effectiveness and long‑term impact of improvement initiatives.

Relevant Work Experience & Qualifications

• Proven experience in service delivery or operational environments.

• Experience guiding or coordinating large‑scale process transformation initiatives with measurable improvements in efficiency, quality, and customer satisfaction.

• Practical experience using digital tools, automation, and data analytics to support operational workflows and customer experience.

• Effective leadership and influencing skills, with experience engaging senior stakeholders and facilitating alignment across diverse teams.
• Experience applying change management frameworks and tools to support the adoption of new processes.
• In‑depth knowledge of process mapping, performance analytics, and operational risk management is highly valued.
• Lean, Six Sigma, or equivalent certifications are beneficial, particularly when applied in complex, global environments.

• This role requires valid and unrestricted work rights in Thailand.

What we can offer

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
• 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 hybrid working model - We want our employees to do their best work, however the hybrid model 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.

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.