At
Viva, we look for passionate individuals who truly love what they do. Now is the perfect time to join our team! Viva is the lowest-cost, most preferred, fun, and profitable airline in the Americas, operating the youngest fleet in Latin America and ranking among the fastest-growing airlines worldwide. We foster a culture of inclusion, passion, and transparency—breaking traditional norms, redefining the way we work, and committing to excellence in service and passenger safety.
The
CNX Recovery Analyst, will be responsible for effectively and thoroughly monitoring controllable and uncontrollable factors that may cause interruptions or disruptions for passengers traveling on connections, flight-through itineraries, express layovers, and alliance-based connections (codeshare or interline agreements). These disruptions may be caused by delays, cancellations, overbooking, flight diversions, or any other irregular operation within the operational or planned window.
You will ensure optimal service and passenger connectivity by executing operational plans and strategies defined by management and/or leadership, while also ensuring compliance with passenger rights according to the regulations, laws, and compensation policies in force in the country where each flight originates. Efforts will be focused on maintaining high standards of service, care, and customer experience for both internal and external clients during irregular operations.
Key Responsibilities
- Monitor and track flights and passengers traveling on connections, flight-through itineraries, express layovers, and alliance-based connections (codeshare or interline agreements) in order to proactively identify disruptions in operational continuity and provide alternatives and potential solutions for passengers.
- Manage and provide assistance, protection, and/or compensation to passengers traveling on any type of connection who are affected by operational disruptions, in coordination with frontline airport personnel.
- Provide critical information within the CCV that supports optimal decision-making regarding flights and/or passengers traveling on connections during events such as delays, cancellations, overbooking, aircraft configuration changes, diversions, etc.
- Maintain constant communication and coordination with airports and different service providers to achieve an optimal response and resolution during both regular and irregular operations for passengers traveling on connections.
- Contribute to cost reduction through the effective execution and management of passenger service processes for those traveling on connections, flight-through itineraries, express layovers, and alliance-based connections (codeshare or interline agreements) during irregular operations.
Required Knowledge And Skills
- Bachelor’s degree in Industrial Engineering, Aeronautical Operations, or a related field.
- Intermediate to Advanced English level (B2–C1).
- 1 to 3 years of experience in customer service, irregular operations management, airport operations, or Help Desk.
- Experience with software/tools: Intermediate to Advanced Microsoft Office.
- Teamwork, communication, organization, and strategic thinking.
Benefits You Will Enjoy as #TeamViva
- Flexible schedule
- #TheBestAirlineToWork: An incredible work environment
- Unlimited vacation from day one
- Savings fund & savings account
- Staff Travel: Discounted flights for you and up to 12 loved ones after 6 months
- MyIDTravel: Fly worldwide with 20+ airline alliances at reduced fares after 6 months
- Life & medical insurance + 24/7 online family medical assistance
- Exclusive discounts on gyms, retail stores, restaurants, universities, and more
- Above-the-law benefits
