Customer Operations • Lead

Who you are

You have a proven track record in people leadership and operational management, ideally within the travel or customer service industry. Your experience includes coaching and developing team members to deliver exceptional customer experiences. You excel in performance management, conducting regular check-ins and reviews to ensure alignment with corporate goals. You are adept at overseeing operational performance, monitoring key metrics, and implementing process improvements based on root cause analysis of service issues. Your strong relationship management skills enable you to effectively communicate with customers and stakeholders, ensuring their needs are met and expectations exceeded. You are recognized as a resolution-focused leader who champions change and fosters a solutions-oriented team culture.

Desirable

A bachelor's degree is preferred, and any additional certifications in management or customer service would be advantageous. Experience in the travel industry or a similar field will set you apart, as will a passion for developing others and driving continuous improvement within your team.

What you'll do

In this role, you will lead a dedicated team of Business Travel Consultants, ensuring they provide exceptional service to our valued customers. You will be responsible for the day-to-day oversight of your team, coaching and training them to deliver a best-in-class customer experience. You will conduct regular 1:1 meetings and quarterly reviews to monitor progress, set clear expectations, and track career development using career maps. Your leadership will be key to developing a high-performing team and driving continuous improvement in service delivery. You will oversee the team's operational performance, monitoring call queues and service level agreements to ensure goals are met. Additionally, you will perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements. As the primary point of contact for the dedicated customer's Travel Manager, you will conduct regular check-ins and present performance metrics to ensure alignment and satisfaction.

What we offer

At TripActions, we offer a collaborative and supportive work environment where you can thrive as a leader. You will have the opportunity to make a significant impact on our customer experience and team performance. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in transforming the travel experience for our customers and be part of a team that values innovation and excellence.