Manager, Travel Experience

Job description

Accountabilities: Lead, coach, and develop a team of Business Travel Consultants, helping team members build the skills and behaviors required to consistently deliver an exceptional customer experience. Conduct regular one-to-one meetings, performance reviews, and career-development conversations, providing clear expectations, actionable feedback, and ongoing support. Oversee day-to-day operational performance, including call queues, service-level agreements (SLAs), productivity, and service-quality metrics. Analyze recurring service issues, identify root causes, and implement sustainable corrective actions and process improvements. Build and maintain strong relationships with the dedicated customer's Travel Manager and Specialists through regular business reviews, performance discussions, and improvement planning. Own customer escalations from initial identification through resolution, while coaching the team to proactively address traveler needs and maximize first-contact resolution. Step in to personally manage complex or escalated calls and chats when necessary to ensure timely, high-quality outcomes. Collaborate with internal support teams and leadership to prioritize customer requests, improve services, and communicate corrective actions and enhancements effectively. Support talent acquisition by screening and interviewing candidates, contributing to new-hire training, and helping ensure effective onboarding. Manage administrative responsibilities, including employee travel-booking approvals and respectful resignation conversations, capturing insights that can inform organizational improvements. Foster an inclusive, collaborative, and high-performing team culture through engagement initiatives across both remote and in-person settings. Requirements: At least 5 years of progressive leadership experience in a contact center, customer support, or similar operational environment, including significant experience managing teams. At least 5 years of experience within the travel industry, with strong working knowledge of GDS platforms such as Sabre and/or Amadeus. Demonstrated success leading customer-focused teams and resolving complex customer or traveler issues in high-service environments. Strong people-management skills, including coaching, mentoring, motivation, performance management, and career development. Proven ability to build trusted relationships with customers and internal stakeholders and to operate effectively in a fast-growing organization. Strong analytical and problem-solving capabilities, with the ability to use operational data and performance metrics to identify issues and guide decisions. Excellent written and verbal communication skills, with confidence in presentations, facilitation, and customer-facing discussions. Familiarity with CRM and contact-center technologies such as Salesforce, Twilio, Calabrio, Workday, or comparable platforms. Strong organizational and interpersonal skills, with the ability to work independently while collaborating effectively across teams. Flexibility to work non-traditional shifts when business or customer requirements call for it. A bachelor's degree is preferred. A resolution-focused, proactive mindset with a demonstrated ability to champion change, implement process improvements, exceed expectations, and develop others. Benefits: Remote working opportunity for candidates based in Mumbai. Comprehensive, locally tailored healthcare, insurance, and wellness benefits for employees and their families. Flexible time off and country-specific holidays to support work-life balance. Paid parental leave for new parents. Retirement savings programs and opportunities to participate in equity plans, where applicable. Mental health and well-being resources. Connectivity and commuting support in eligible locations. Travel-related employee perks. Opportunities for professional growth, leadership development, and career progression within a high-performance environment. The opportunity to lead a customer-facing travel team and influence service quality, operational performance, and customer relationships at scale. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Travel Experience based in India. As a Manager, Travel Experience, you will lead a team of Business Travel Consultants responsible for delivering outstanding service to valued corporate customers. You will combine people leadership, operational excellence, customer relationship management, and travel-industry expertise to drive team and program performance. The role offers significant ownership over coaching, performance management, service quality, escalations, and continuous improvement. You will partner closely with customer Travel Managers and Specialists, using data and insights to strengthen service delivery and identify opportunities for improvement. You will also help shape hiring, onboarding, engagement, and team culture as the organization continues to grow. This is a remote opportunity within Mumbai, offering the chance to make a direct impact in a fast-paced, customer-focused travel environment.