Head of Support

Proven experience in service operations or customer experience leadership within the travel industry. Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives. Experience working in matrix or cross-functional environments is strongly preferred. Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions. Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools. Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them. Strong leadership skills with experience managing or influencing large teams. Excellent communication and stakeholder management skills. Leverage multi-cultural experience and understanding of cultural differences. High emotional intelligence; able to navigate ambiguity and resolve conflicts. Strategic thinker with analytical mindset. Resilient and adaptable in a fast-paced, constantly changing environment. Collaborative team player with strong sense of accountability and attention to detail.

Develop and lead comprehensive service strategy for the B2A segment. Act as a change agent to drive improvements in partner support models. Define and track key performance indicators (KPIs) and success metrics. Conduct competitive analysis and benchmark B2A service offerings. Analyze operational workflows for alignment with commercial needs and service quality. Collaborate with Operational Managers to design and optimize support processes. Maintain regular communication with B2A partners on operational matters. Serve as the primary liaison between operational teams and B2A business stakeholders. Facilitate cross-functional collaboration with other service teams. Work alongside Operational leaders to build effective team structures. Participate in or lead restructuring and process improvement initiatives. Support team leads in performance management.