Senior Manager, Travel Services
New
N
NavanTravel services
Remote (USA)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years in omni-channel contact center/support experience leading multiple teams; 5+ years of experience with Sabre and / or Amadeus
- Required Skills
- Salesforce
Requirements
- Have 5+ years of omni-channel contact center or support experience leading multiple teams to deliver results.
- Have 5+ years of experience with Sabre and/or Amadeus.
- Bring New Distribution Capability (NDC) and Travel Management Company (TMC) experience; these are preferred.
- Be familiar with CRM applications such as Salesforce, ZenDesk, or HelpScout.
- Be familiar with contact center applications such as Five9, Freshdesk, Aspect, or PureCloud.
- Have experience using AI to drive business analytics and apply a data-driven approach to operational challenges and strategies.
- Be able to build relationships and motivate people and teams.
- Bring mentoring and coaching ability, with an understanding of support requirements, customers, and challenges in a fast-growing company.
- Have strong organizational, interpersonal, written and verbal communication, presentation, and facilitation skills.
- Be able to work independently and effectively as part of a team.
- Be flexible to work non-traditional shifts, including early mornings, late evenings, and potential weekend on-call shifts.
- A bachelor's degree is preferred.
Responsibilities
- Lead and develop a diverse team of managers and Travel Experience Consultants.
- Develop and implement standardized operational processes to ensure daily accountability.
- Identify and deliver process improvements that increase support organization scale.
- Work with Client Management colleagues as needed to support retention of existing customers.
- Manage customer escalations and own issues through to completion.
- Develop processes to recover from common service issues and conduct root cause analysis to create corrective actions.
- Monitor call queues and SLAs, and report weekly and monthly operational and team performance.
- Conduct regular one-to-ones and formal reviews, provide ongoing feedback, and coach team members.
- Screen and interview new hires and contribute to the New Hire Training Program.
- Share best practices and contribute to the Knowledge Base.
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