Senior Director, Travel Operations & Customer Experience
Core
Own the post-sale customer experience, service quality, and fulfillment integrity for a luxury travel network, ensuring flawless end-to-end journeys with a focus on high-risk air travel operations.
Role type
Senior Director, Travel Operations & Customer Experience
Builds
Luxury travel services for a network of 1400+ travel entities and direct-to-consumer luxury travelers
Domain
Travel Technology & Luxury Hospitality
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
24/7 service strategy, SLA ownership, BPO vendor management, Sabre GDS fluency, air travel risk management, AI/automation partnership, team leadership, supplier escalation handling
Preferred skills
Luxury brand experience, additional GDS (Amadeus/Travelport), IATA/ARC ticketing, offshore contact center scaling
Technologies
Sabre GDS, Twilio Flex, Virtuoso, Ensemble, Travel Edge
Responsibilities
Design tiered service models and routing logic for multi-channel support; own air travel risk monitoring and rebooking authority; manage BPO partner performance and QA; drive AI-assisted automation and contact deflection; lead in-house senior travel consultants; report NPS, CSAT, and SLA trends to leadership
Seniority
Senior Director, foundational leadership hire