Operations Manager

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

📋 Description

• Collaborate with Operations leadership and product partners to pinpoint and prioritize opportunities for contact deflection, efficient processing, and excellence in customer experience.

• Take ownership of triage, impact assessment, and prioritization of support product feedback for R&D teams.

• Represent Service consultants and Operations agents in the prioritization of product improvements.

• Partner with change management to successfully integrate product roadmaps into operational achievements.

• Prioritize service enhancement opportunities by analyzing issue volume, user impact, revenue implications, and other key metrics.

• Provide support for program and project management, including acquisition onboarding, new supply processes, and third-party support teams.

• Act as a reliable partner to Service leadership, executing against established objectives and plans.

• Develop long-term processes utilizing project/task boards, team meetings, and quarterly prioritization across IT, Data, Security, Finance, Customer Service, Product, and Service.

• Manage processes alongside Operations Analysts and pinpoint measurable improvement opportunities.

• Transform multi-system support tools into a unified agent desktop (TX 2.0) while promoting adoption and functionality.

⛳️ Requirements

• Over 7 years of experience in TMC/BT Operations Management, covering all supplier products, including air, rail, car, and hotel.

• More than 5 years of proven expertise in GDS at an expert level.

• IATA accreditation (WWAFT / VAII / BA2).

• Excellent organizational skills to manage multiple concurrent projects with diverse stakeholders.

• Strong ability to develop and document processes clearly.

• Capability to formulate a strategy, communicate it effectively, and gain support for execution.

• Ability to foster and build relationships across various teams, locations, and time zones, both internally and externally.

• Skill in strategizing and executing on a global scale while accommodating localized nuances.

• Familiarity with CRM applications such as Salesforce and ZenDesk.

• Customer-centric mindset and dedication to customer support and engagement.

• Proficiency in business analytics and the ability to leverage data analytics for performance and trend insights.

• Technical expertise with travel systems and third-party supplier platforms and tools.

• Strong business acumen.

• Ability to work independently while also being an effective team player.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Collaborative and inclusive workplace culture.