Senior Manager, Travel Services
New
J
JobgetherTravel services
Remote position based in the United StatesFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in omnichannel contact-center or customer-support operations, including leadership responsibility for multiple teams. 5+ years of experience with Sabre and/or Amadeus is preferred.
- Required Skills
- SalesforceZendesk
Requirements
- Bring 5+ years of experience in omnichannel contact-center or customer-support operations, including leadership responsibility for multiple teams.
- Have 5+ years of experience with Sabre and/or Amadeus; this experience is preferred.
- Have experience in travel management or corporate travel services.
- Understand customer-support operations, service-level management, contact-center performance, and customer experience principles.
- Demonstrate the ability to build, motivate, coach, and develop managers and frontline teams.
- Have experience developing and implementing processes to improve scale, efficiency, consistency, and quality.
- Be able to manage complex escalations, perform root-cause analysis, and implement sustainable corrective actions.
- Be familiar with CRM platforms such as Salesforce, Zendesk, or Help Scout, or comparable systems.
- Be familiar with contact-center technologies such as Five9, Freshdesk, Aspect, or PureCloud, or similar platforms.
- Have strong analytical capabilities and experience using AI or data-driven tools to evaluate performance and inform business strategies.
- Be able to work non-traditional hours, including early mornings, late evenings, and occasional weekend on-call coverage.
- A bachelor’s degree is preferred.
Responsibilities
- Lead, coach, and develop managers and Travel Experience Consultants, setting expectations and supporting professional growth.
- Oversee multiple support teams providing around-the-clock customer service and ensure consistent performance and accountability.
- Develop standardized global processes to improve operational efficiency, scalability, quality, and consistency.
- Monitor customer satisfaction, Net Promoter Scores, call queues, service levels, and other operational metrics.
- Partner with Client Management and other stakeholders to support customer retention and resolve service concerns.
- Manage customer escalations through resolution, including communication and appropriate recovery actions.
- Conduct one-on-ones, performance reviews, coaching sessions, and career-development discussions.
- Identify recurring service challenges, conduct root-cause analysis, and implement corrective actions.
- Document and share operational best practices and contribute to the internal knowledge base.
- Report operational performance and service-level adherence, participate in recruiting, and contribute to new-hire training.
View Full Description & ApplyYou'll be redirected to the employer's site
