Operations Manager
New
N
NavanTravel management
Remote (USA)Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel; 5+ Years proven GDS experience to expert level
- Required Skills
- Project ManagementBusiness AnalysisSalesforceZendesk
Requirements
- Have 7+ years in a TMC/BT Operations Management role covering air, rail, car, and hotel supplier products.
- Have 5+ years of proven GDS experience at expert level.
- Hold IATA accreditation (WWAFT / VAII / BA2).
- Be familiar with CRM applications such as Salesforce or ZenDesk.
- Be technically proficient with travel systems and third-party supplier platforms and tools.
- Manage multiple concurrent projects involving varied stakeholders.
- Develop and document processes clearly.
- Develop strategies, communicate them clearly, and gain support for execution.
- Use business analytics and data to understand performance and trends.
- Prioritize work, execute independently, and keep teams aligned.
- Build relationships across teams, locations, and time zones, internally and externally.
Responsibilities
- Identify and prioritize opportunities to improve contact deflection, processing efficiency, and customer experience.
- Triage support-product feedback, assess impact, and prioritize issues for product and engineering teams.
- Represent consultants and agents in product improvement prioritization and coordinate implementation of confirmed product roadmaps with change management.
- Prioritize service improvements using issue volume, affected users, revenue impact, and other relevant metrics.
- Manage programs and projects, including acquisition onboarding, new supply processes, and work with third-party support teams.
- Partner with Service leadership to deliver against defined objectives and plans.
- Establish project and task boards, monthly team meetings, and quarterly prioritization with IT, Data, Security, Finance, CS, Product, and Service.
- Work with Operations Analysts to manage processes and identify and measure improvement opportunities.
- Transform multi-system support tooling into a unified agent desktop (TX 2.0) and drive tool adoption and functionality.
View Full Description & ApplyYou'll be redirected to the employer's site
