Senior Manager, Travel Services This leadership role oversees multiple customer support teams operating in a 24/7 travel services environment. You'll lead managers and Travel Experience Consultants while driving consistent service quality, operational performance, and customer satisfaction. The role combines people leadership, process optimization, escalation management, and data-driven operational strategy. You'll work closely with client-facing and cross-functional teams to strengthen customer retention and improve the traveler experience. A key focus will be scaling support operations through standardized processes, root-cause analysis, technology, and continuous improvement. You'll also help shape hiring, training, coaching, and career development as the organization grows. This is an opportunity for an experienced travel or contact-center leader to make a significant impact in a fast-paced, technology-enabled environment.
Accountabilities:
Lead, coach, and develop a diverse organization of managers and Travel Experience Consultants, establishing clear expectations and supporting professional growth.
Provide operational oversight for multiple support teams delivering customer service around the clock, ensuring consistent performance and accountability.
Develop and implement standardized global processes that improve operational efficiency, scalability, quality, and consistency.
Monitor customer service satisfaction, Net Promoter Scores, call queues, service levels, and other operational metrics, using performance data to identify opportunities for improvement.
Partner with Client Management and other stakeholders to support customer retention and resolve service-related concerns.
Manage escalations and customer issues through to resolution, ensuring timely communication, appropriate recovery actions, and a strong customer experience.
Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career-development discussions with team members and leaders.
Identify recurring service challenges, conduct root-cause analysis, and implement sustainable corrective actions and recovery processes.
Capture and share operational best practices, improving support documentation and contributing to a comprehensive internal knowledge base.
Monitor and report weekly and monthly operational performance, including adherence to service-level commitments and team-specific goals.
Participate in recruiting and interviewing new employees as the support organization expands.
Contribute to new-hire training programs and ensure effective delivery of support-related training modules.
Use CRM, contact-center, analytics, and AI-enabled tools to improve operational visibility, decision-making, and service delivery.
Communicate process changes, operational initiatives, and customer-environment updates clearly across teams while encouraging collaboration and accountability.
Requirements:
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, along with experience in travel management or corporate travel services.
Strong understanding of customer-support operations, service-level management, contact-center performance, and customer experience principles.
Demonstrated ability to build, motivate, coach, and develop managers and frontline teams in a high-growth environment.
Strong customer-centric mindset with a proven commitment to delivering exceptional service and maintaining high levels of customer engagement.
Experience developing and implementing operational processes designed to improve scale, efficiency, consistency, and quality.
Ability to manage complex escalations, perform root-cause analysis, and translate operational challenges into sustainable corrective actions.
Familiarity with CRM platforms such as Salesforce, Zendesk, Help Scout, or comparable systems.
Familiarity with contact-center technologies such as Five9, Freshdesk, Aspect, PureCloud, or similar platforms.
Strong analytical capabilities and experience using AI or data-driven tools to evaluate operational performance and inform business strategies.
Excellent organizational, interpersonal, written, verbal, presentation, and facilitation skills.
Ability to work independently while collaborating effectively across teams and functions.
Flexibility to work non-traditional hours, including early mornings, late evenings, and occasional weekend on-call coverage as operational needs evolve.
Bachelor's degree preferred.
Benefits:
Comprehensive benefits designed to support health, well-being, financial security, and family needs.
Healthcare and insurance coverage, with offerings tailored to location.
Retirement savings programs and opportunities to participate in equity plans.
Flexible paid time off and country-specific holidays.
Paid parental leave for new parents.
Mental health and wellness resources.
Connectivity and commuting support for eligible locations.
Travel-related employee perks.
Opportunity to work in a high-performance, fast-growing environment at the intersection of travel, customer experience, and technology.
Significant leadership scope with opportunities to develop teams, improve operations, and influence customer experience strategy.
Remote position based in the United States, with flexibility to support a 24/7 operation.
AI-enabled tools and data-driven practices supporting operational analysis and continuous improvement.
