Operations Manager
Core
Drive strategic, operational, and organizational improvements for a global Travel Management Company (TMC) service team, acting as the critical interface between operations and R&D to enhance the self-serve and post-booking travel support experience.
Role type
Senior Operations Manager (TMC/BT)
Builds
Scalable operations, agent tooling (TX 2.0), and product roadmaps for a global consultant and agent population.
Domain
Travel Management Company (TMC) / Business Travel
Required skills
TMC/BT Operations Management, GDS expertise, IATA accreditation, process development, strategic planning, data analytics, CRM knowledge, travel systems proficiency
Preferred skills
Change management, stakeholder alignment, global strategy execution, independent problem solving
Technologies
Salesforce, ZenDesk, GDS platforms, TX 2.0
Responsibilities
Prioritize service improvement opportunities based on metrics; manage onboarding of acquisitions and new supply processes; transform multi-system support tooling into a unified agent desktop; build long-term processes with cross-functional teams (IT, Data, Security, Finance, CS, Product, Service); manage Operations Analysts to identify measurable improvement opportunities.
Seniority
Senior, hands-on IC
