Manager, Travel Experience (Mumbai - Remote)
Core
Lead a team of Travel Consultants to deliver exceptional service for a dedicated corporate customer's offline travel program.
Role type
Senior IC manager (travel operations)
Builds
Offline travel programs for enterprise customers
Domain
Travel industry / Business travel operations
Deliverable
product features
Required skills
People leadership, operational management, customer relationship management, issue resolution, talent acquisition, data analysis, GDS platform knowledge
Preferred skills
Process improvement, team culture building, change management
Technologies
GDS platforms (Sabre, Amadeus), CRM (Salesforce), Contact center tools (Calabrio, WorkDay), Telephony (Twilio)
Responsibilities
Coach and train team members to deliver best-in-class customer experience; Monitor call queues and SLAs to ensure goals are met; Act as primary point of contact for the customer's Travel Manager; Resolve customer escalations; Screen and interview new hires; Manage employee travel bookings and resignation conversations.
Seniority
Manager, hands-on leadership