Head of Platform Operations and Performance

**A career without limits**

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

**The Role: Head of Platform Operations and Performance**

Join British Airways as our Head of Platform Operations and Performance and take the lead in ensuring resilience, observability, and excellence across our customer-facing digital journeys. This pivotal leadership role sits within the Commercial directorate and drives operational effectiveness for our Ecommerce & Platforms division.

**What You’ll Do**:

- Own and drive operational performance management across Ecommerce & Platforms, using operational, commercial and journey metrics (e.g. uptime, response times, bugs) to guide improvements.
- Foster a culture of observability by leveraging data insights to proactively monitor, troubleshoot, and optimise platform performance.
- Lead operational resilience, ensuring secure, scalable, and uninterrupted platform services, while managing SLAs and engaging with cybersecurity teams.
- Direct incident management processes, from root cause analysis to resolution, coordinating closely with Site Reliability Engineering within BA Digital.
- Oversee and optimise business continuity planning, incident readiness, and operational efficiency across Commercial Platforms
- Lead high-performing teams through change, providing strategic coaching and fostering an inclusive, collaborative working environment.
- Build effective relationships across BA to align reporting and performance tracking, contributing to the success of ecommerce KPIs.

**What You’ll Bring to British Airways**:

- A highly driven, strategic and agile mindset with a deep understanding of platform and digital product performance.
- Strong leadership and stakeholder engagement skills, with the ability to influence and collaborate across technical and business teams.
- Expertise in managing operational complexity, ambiguity, and transformation across large-scale digital environments.
- A results-focused approach, with the ability to manage multiple priorities and make sound decisions under pressure.

**Your Experience**:

- Extensive experience in Product Management, Agile methodologies (including SAFe), and programme delivery within technology and software development.
- Proven technical expertise in cloud platforms (AWS), performance monitoring, and resilience frameworks.
- Experience leading cross-functional teams through change, ideally within aviation and/or complex commercial environments.
- A degree or equivalent professional experience, supported by relevant certifications.

**What we offer**:
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

**Inclusion & Diversity**

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.