Supervisor, Operations

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

📋 Description

• Lead, mentor, and nurture a team of travel consultants.

• Oversee performance management, feedback, career development, key performance indicators (KPIs), task distribution, and quality benchmarks.

• Utilize performance metrics, reports, and KPIs to enhance team efficiency, productivity, and service excellence.

• Assist with onboarding, training, and ongoing development programs.

• Provide guidance to consultants regarding client travel policies, supplier regulations, industry best practices, and complex customer scenarios.

• Stay informed about DOT, TSA, passport, visa, and other travel industry regulations, and communicate any updates.

• Supervise GDS and reservation queues to ensure operational efficiency, quality assurance, and adherence to service level agreements (SLAs).

• Identify operational issues, address escalations, and drive process enhancements.

• Collaborate with internal partners on business initiatives, change management, and service excellence.

• Manage client-facing communications as necessary to guarantee exceptional customer service.

⛳️ Requirements

• Significant experience in the corporate travel management sector.

• In-depth understanding of travel policies, procedures, and supplier regulations.

• Proven experience in leading, coaching, and developing teams within a customer service or travel operations context.

• Advanced skills in Sabre GDS and other travel industry systems.

• Strong analytical, problem-solving, and decision-making abilities.

• Exceptional verbal and written communication capabilities.

• Capacity to manage multiple priorities and achieve results in a dynamic environment.

• Strong leadership, coaching, and performance management skills.

• Proficient in Microsoft Office applications.

• Willingness to work day, evening, overnight, weekend, and holiday shifts as required by business demands.

🏝️ Benefits

• Flexible working hours and options for remote work.

• Opportunities for skill enhancement and career advancement.

• Engage with cutting-edge travel technology.

• Generous vacation leave.

• Resources for mental, physical, and financial wellbeing.

• Exclusive travel industry benefits and discounts.

• An inclusive workplace that celebrates diversity.

• Work From Anywhere opportunity for 60 days each year.

• Reasonable accommodations as needed.