Operations Manager

Job Summary:

The Manager - Operations is responsible for the overall management and performance of the travel operations including operational performance, client servicing and retention, employee management and budgetary and cost management.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.

Span of control will be based on number and complexity of accounts and number of direct reports.

Key Responsibilities:

• Lead and manage day-to-day travel operations, ensuring performance meets or exceeds KPIs.
• Act as the main liaison between clients and operational teams, ensuring service expectations are met and exceeded.
• Drive customer satisfaction through proactive issue resolution and service improvement initiatives.
• Monitor and optimize operational processes, identifying opportunities for efficiency and cost control.
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