Cluster Service Leader North & South America

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Requirements:

• Proven experience in the travel industry or a concierge agency, TMC, DMC, or tour operator environment.
• Strong leadership skills with a track record of managing support teams and driving operational improvements.
• Excellent communication and interpersonal skills, with an ability to foster teamwork and drive collaboration.
• A results-focused, problem-solving mindset combined with the ability to remain calm under pressure.
• A passion for exceptional customer service and a drive to continuously improve service processes.
• Proactivity, the ability to work independently and make decisions autonomously, and a strong willingness to take responsibility.

Responsibilities:

• Maintain operational efficiency across the entire support cluster, ensuring all processes, systems, and tools are functioning optimally.
• Develop, implement, and share best practices to enhance overall performance and service quality within the cluster.
• Adapt the team to regional customer service standards and drive initiatives to build and maintain partner loyalty.
• Lead and manage service improvement initiatives to enhance support processes and outcomes.
• Facilitate collaboration and alignment between back-office team leaders and Local Support Leaders to achieve unified objectives.
• Ensure that all teams within the cluster are working towards common goals with a cohesive vision.
• Work closely with the commercial team to align service expectations with business goals and client needs.
• Manage the hiring process and capacity planning for local support teams to ensure adequate staffing levels and team effectiveness.
• Handle team budgeting and prepare budget reports.
• Develop team performance metrics and ensure that the cluster complies with key performance indicators.