Operations Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager based in the United States.** As an Operations Manager, you will play a key role in strengthening global travel operations and delivering a seamless, customer-focused support experience. Working closely with senior leadership and cross-functional teams, you will identify improvement opportunities, optimize processes, and help scale operational performance in a fast-growing environment. You will act as a critical link between service teams and product, engineering, and technology partners, translating operational feedback into meaningful product enhancements. By combining data-driven decision-making with structured program management, you will improve efficiency, service quality, and customer satisfaction. You will also contribute to the evolution of support technology, helping create a unified agent desktop that empowers consultants and operational teams. This role offers the opportunity to influence global strategies while balancing local requirements and driving sustainable operational excellence. ### 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.