Welcome to this recruitment process with Vueling!

Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.

Let's start by getting to know us better!

At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.

Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

 Job Purpose

Design, implement, and coordinate improvement projects and operational procedures for baggage handling and passenger disruptions across the Ground Operations domain, in alignment with regulatory frameworks, contractual obligations, internal quality standards, and customer experience goals, in order to reduce mishandled baggage rates, ensure SLA and KPI compliance, enhance operational performance, and improve passenger satisfaction throughout the network. 

Main Accountabilities

• Ensure that process improvements are successfully embedded across the network, resulting in reduced lost baggage incidents, optimized workflows, and enhanced service resilience during disruptions.
• Guarantee regulatory compliance, contractual alignment, and procedural integration into the Operations Manual, enabling consistent application across all stations and suppliers.
• Enable real-time data input and tracking, streamline on-ground interventions, and modernize operational practices in line with industry best practices and digital transformation goals.
• Ensure service quality compliance, maintain contractual leverage (e.g. penalties or compensation in case of excess PIRs), and foster continuous improvement among suppliers.
• Ensure agile coordination, prompt resolution of escalated incidents, and unified decision-making across departments and partners involved in the baggage lifecycle.
• Mitigate recurrence of service failures, support internal learning processes, and contribute to risk management efforts across the Ground Operations function.
• Ensure optimal use of the platform, alignment with IATA baggage regulations, effective training of end users, and active participation in system evolution (e.g. WorldTracer Committee).
•  Identify innovative practices, reduce operational costs (e.g. last-mile baggage delivery), and implement training and capability-building initiatives to elevate service standards.
• Verify operational execution, detect deviations from standards, and proactively address compliance gaps, particularly at high-volume or critical airports.
• Ensure rapid, tactful, and customer-focused solutions to incidents that may impact the brand’s reputation or strategic relationships.
• Reduce logistics expenditure, eliminate inefficiencies, and improve the customer experience during the final stage of baggage return.
• Ensure all stakeholders are competent in the use of relevant tools, understand updated procedures, and comply with regulatory and contractual requirements.
• Ensure operational readiness, user adoption, and procedural integration of new tools or practices introduced within the Ground Operations scope.
• Fulfill the mission of the job if it is in the employee's hand.

Main Responsibilities - Tasks

• Lead and coordinate cross-functional and cross-company projects focused on improving baggage handling and disruption management, from initial diagnosis to full operational implementation.
• Define, document, and standardize operational policies and procedures related to mishandled baggage and disruptions, in collaboration with the Quality department.
• Manage and drive the implementation of automation and digital tools (e.g. mobile solutions for handlers) in coordination with IT and suppliers, enhancing baggage and
  disruption management processes.
• Monitor the performance of handling providers using predefined KPIs and SLAs, identifying deviations and leading the definition and execution of corrective or
  preventive action plans.
• Act as the focal point for baggage and disruption-related topics, interfacing with internal departments (e.g. Operations, Customer Experience, IT, Quality) and external stakeholders (e.g. handling agents, delivery companies, SITA).
• Investigate critical or high-impact baggage and disruption incidents, conduct root cause analysis, and issue detailed reports with corrective and preventive measures.
• Manage the configuration, performance, and user support of the WorldTracer system, acting as both technical and functional expert and liaising directly with SITA and internal
  users.
• Promote a continuous improvement culture in baggage and disruption management, including benchmarking with other airlines, cost reviews, and supplier capability development.
• Supervise ground handling providers’ operations through on-site inspections and regular performance reviews, ensuring adherence to Vueling’s procedures, safety, and
  regulatory standards.
• Coordinate the resolution of highly sensitive or reputational cases (e.g. VIPs, cruise passengers, social media escalations, alliance members).
• Assess and optimise the cost-efficiency of lost baggage transport and delivery services, including renegotiation with third-party providers.
• Design, coordinate, and deliver training and upskilling initiatives for internal staff and ground handling personnel in baggage processes and systems (e.g. WorldTracer).
• Support the implementation of organizational change projects affecting baggage and disruption procedures, acting as liaison with the Change Management function.

Main Relationships

• Ground Operations: Operational ownership of baggage handling and disruption management; coordination with
• Airport Managers across the network.
  Customer Experience: Joint development and implementation of initiatives to enhance passenger satisfaction in relation to baggage and disruptions.
• IT Department: Technical partner for the implementation and integration of digital tools and automation projects.
• Quality Department: Co-development and approval of operational procedures; integration into manuals and audit frameworks.
• Handling Providers (e.g. WFS): Execution of baggage operations; performance monitoring; resolution of on-ground incidents; compliance assurance.
• External Tracing and Delivery Partners: Coordination of baggage tracing, storage, and last-mile delivery to passengers.
• SITA / WorldTracer: System configuration, issue resolution, upgrades, training, and contribution to strategic roadmap of the tool.
• Change Management Team: Ensuring alignment in change communication, procedural adoption, and impact mitigation.
• Legal / Contracts / Procurement: Involvement in reviewing service-level agreements, managing contract KPIs, and proposing renegotiations or penalties.
• Training & Development (HR / Ops): Coordination of training design and delivery for staff and suppliers regarding tools, systems, and procedures.
• Communication / Reputation Management: Support during high-profile or reputational incidents (e.g. social media escalations).
• Other Airlines / Industry Forums: Benchmarking of best practices (e.g. Iberia) and participation in sectoral improvement initiatives.

Education

• Degree in Aeronautical Engineering or a related technical discipline (e.g.,
  Industrial Engineering, Transportation Engineering, Logistics Engineering). *Nonetheless, candidates with significant experience in baggage operations and disruption management might be considered.
• Background in Process Engineering, Lean Operations, or Operational Excellence,
  ideally with formal training in continuous improvement methodologies (Lean, Six
  Sigma, etc.), would be highly advantageous.
• In-depth understanding of the end-to-end baggage journey, including misrouting, loss, recovery, tracing, and delivery.
• Expert-level user of: WorldTracer platform, Navitaire suit
• Knowledge of IATA guidelines and standard operating procedures related to baggage irregularities (e.g. PIRs, RUSH bags).
• Familiarity with SLA/KPI-driven supplier contracts, particularly regarding performance thresholds and penalties.
• Skilled in data analysis through: Excel, Power BI, Tableau

Experience 

• At least 2–3 years of professional experience in the aviation industry, ideally within an
  airline, airport authority, or handling company.
• Specific hands-on experience in one or more of the following domains: Lost & Found operations at airports or airlines, Baggage tracing and recovery processes, Operational performance monitoring and supplier management, Disruption management and contingency planning, Frontline operational exposure in Ground Ops or airport turnaround environments.
• Coordinating cross-functional projects from diagnostic to implementation
  phases.
• Introducing process improvements in operational environments (e.g. baggage
  handling redesigns, technological upgrades).
• Managing critical or high-profile disruptions, including VIP passengers, social media escalations, and reputational cases.
• Performing root cause analysis and preparing post-incident reports with corrective and preventive actions.
• Monitoring SLA/KPI performance of handling agents or service providers. 
• Participating in contract reviews, raising performance claims, and proposing
  improvement clauses.
• Participating in or preparing for internal and external audits, especially regarding
  safety and baggage operations.

Competencies 

Analytical thinking

Strategic Capacity

Proactivity

Fast Learning

Team work

Assertive Communication

Languages 

English, C1

Spanish, C1

Location

Barcelona, Viladecans-Spain

We are the only Top Employer airline in Europe

For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.

🟡 #FlyToYourFullPotential

Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more? Click here.

🟡 Our Culture 

We thrive on teamwork and collaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.

Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values.

🟡 Our Recruitment Process 

Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works.