Senior Manager, Travel Services

The company Travel Experience Team is seeking a Senior Travel Experience Manager to join our growing team. This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis.

What You’ll Do

• Lead and develop a diverse team of managers and Travel Experience Consultants

• Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily

• Must be able to identify and deliver on process opportunities to improve scale within the support organization

• Work directly with colleagues in Client Management as needed to ensure the retention of existing customers

• Accountability for Customer Service Satisfaction and Net Promoter scores by way of delivering an exceptional level of proactive service to travelers

• Conduct regular 1:1 meetings and formal reviews to monitor progress, set expectations, and coach and develop leadership skills including the creation and tracking career maps.

• Provide performance feedback continually to encourage desired behaviors in line with corporate goals.

• Manage escalations that occur and own customer issues through to completion

• Develop processes to ensure recovery from the most common service issues.

• Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.

• Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.

• When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed

• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)

• Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)

• Screen for and interview new hires as we scale our support organization

• Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.

What We’re Looking For

• 5+ years in omni-channel contact center/support experience leading multiple teams to deliver results

• 5+ years of experience with Sabre and / or Amadeus, New Distribution Capability (NDC), and Travel Management company (TMC) experience preferred

• Must be personally committed and accountable for maintaining the company culture and contact center engagement

• Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions

• Ability to build relationships and motivate people and teams

• Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.

• Excellent organizational skills & interpersonal skills.

• Excellent written and verbal communication skills, presentation and facilitation skills.

• Ability to work independently and effectively as part of a team.

• Experience using AI to drive business analytics - should be able to provide a data-driven approach for operational challenges and strategies.

• Flexibility to work non-traditional shifts (early mornings, late evenings and potential weekends on-call) as we scale our support organization

• Bachelor's degree preferred

The company uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight:   Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

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