This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary contact for Program Managers regarding service delivery, processes, and operational performance issues.

• Collaborate with Program Managers to evaluate the overall health of accounts, service performance, and any emerging customer issues.

• Assist Program Managers in formulating customer-oriented recovery strategies and improvement narratives.

• Create and implement service recovery and improvement plans for accounts in need of intervention.

• Convert customer feedback into actionable operational, process, training, technology, or product improvements.

• Work together with Operations, Quality, Training, Workforce Management, Product, Technology, Transformation, and Global stakeholders to address systemic challenges.

• Provide leadership with clear, fact-based recommendations and executive-level reports.

• Enhance program-level service performance, customer experience, and service recovery for key corporate travel accounts.

⛳️ Requirements

• Significant experience in Corporate travel, TMC, Airline, BPM, or customer operations.

• Strong background in service delivery, operational excellence, account/program management, or project management.

• Experience managing strategic or intricate corporate travel accounts.

• Proven track record of handling cross-functional improvement initiatives and senior stakeholder escalations.

• Robust understanding of travel fulfillment processes, including bookings, exchanges, refunds, servicing, customer support, and related operational activities.

• Excellent grasp of customer experience and service delivery management, ideally within Corporate Travel.

• Capacity to differentiate between BAU operational challenges and systemic/program-level issues.