Operations Manager

Accountabilities:

In this role, you will collaborate with operations leadership, service teams, and product partners to identify strategic priorities, improve workflows, and deliver measurable business outcomes. Your responsibilities will include:

• Partnering with operations leadership and product teams to identify, evaluate, and prioritize opportunities that improve customer experience, reduce support contacts, and increase processing efficiency.

• Acting as the primary interface between operational and service teams and R&D, coordinating the triage, impact assessment, and prioritization of product feedback for product and engineering teams.

• Representing consultants and operational agents in product improvement discussions, ensuring that their needs inform product roadmaps and service enhancements.

• Collaborating with change management teams to implement approved product roadmaps and translate technology improvements into successful operational adoption.

• Prioritizing service improvement initiatives using data such as issue volumes, affected users, revenue impact, and other relevant performance indicators.

• Managing strategic programs and projects, including acquisition onboarding, new inventory and supplier processes, and collaboration with third-party support providers.

• Acting as a trusted partner to service leadership, translating business objectives into structured plans, managing execution, and maintaining focus on agreed priorities.

• Establishing scalable operational governance through project and task boards, monthly team meetings, and quarterly prioritization sessions with IT, Data, Security, Finance, Customer Success, Product, and Service teams.

• Working with Operations Analysts to assess existing processes, identify measurable improvement opportunities, and evaluate the effectiveness of newly implemented solutions.

• Leading the transformation of multiple support systems into a unified agent desktop, improving functionality, usability, and adoption across operational teams.

• Advocating for consultants and agents by ensuring that operational tools, processes, and product developments support their needs and enhance the overall customer experience.

• Driving continuous improvement across global operations while accounting for regional requirements, evolving business priorities, and changing organizational needs.

Requirements:

The ideal candidate combines extensive travel management operations experience with strong analytical capabilities, project leadership, and a customer-first mindset. You should be comfortable navigating complex global environments, influencing stakeholders, and translating strategic objectives into practical, measurable results. The following qualifications and skills are essential:

• At least 7 years of experience in Travel Management Company (TMC) or business travel operations management, covering air, rail, car rental, and hotel supplier products.

• At least 5 years of proven Global Distribution System (GDS) experience, with expert-level proficiency.

• Relevant IATA accreditation, including WWAFT, VAII, or BA2.

• Strong organizational and project management skills, with the ability to coordinate multiple concurrent initiatives involving diverse stakeholders.

• Proven ability to develop, document, and implement clear, scalable operational processes.

• Experience developing strategies, communicating priorities effectively, and securing stakeholder alignment and support for execution.

• Excellent communication skills, strong emotional intelligence, and the ability to build trusted relationships across teams, locations, and time zones.

• Ability to challenge existing practices constructively while balancing global strategies with local operational requirements.

• A creative, solutions-oriented approach, with the ability to work independently while keeping relevant teams aligned.

• Strong prioritization skills, including the judgment to determine what should be addressed immediately, deferred, or declined.

• Familiarity with customer relationship management (CRM) platforms such as Salesforce and Zendesk.

• A customer-centric mindset, with a demonstrated commitment to excellent customer support, engagement, and service quality.

• Ability to work effectively both independently and collaboratively in cross-functional environments.

• Strong business analytics capabilities, including the ability to use performance data and real-time insights to identify trends and guide decisions.

• A proactive, results-driven approach, with ownership of responsibilities and a commitment to delivering high-quality outcomes.

• Technical proficiency with travel management systems, supplier platforms, and third-party operational tools.

• Demonstrated ability to manage available resources efficiently and deliver projects and tasks within agreed timelines.

• A commitment to leading by example, maintaining high standards, and encouraging accountability across teams.

• Solid business acumen and the ability to connect operational improvements with broader business objectives.

Benefits:

The company offers a comprehensive benefits package designed to support employees' well-being, financial security, and work-life balance. Available benefits may vary by location and include:

• Healthcare coverage and insurance options tailored to local requirements.

• Wellness resources and support for employees and their families.

• Retirement savings programs to support long-term financial security.

• Opportunities to participate in employee equity plans.

• Flexible paid time off and country-specific public holidays.

• Paid parental leave for all new parents.

• Connectivity and commuting support in eligible locations.

• Mental health resources and well-being support.

• Exclusive travel-related perks.

• Opportunities to work in a high-performance, collaborative environment with autonomy and professional growth potential.

• Access to global office spaces and in-person collaboration opportunities where applicable.