Operational Account Manager - North America
Core
Primary operational point of contact for strategic travel industry customers, managing escalations, root cause analysis, and service performance reporting to ensure resolution and continuous improvement.
Role type
Senior IC operational account manager (travel industry)
Builds
Operational stability and service quality for B2B travel partners (hotels and travel buyers)
Domain
Travel industry / B2B marketplace operations
Deliverable
client delivery
Required skills
complex customer relationship management, operational escalation handling, root cause analysis, data analysis and trend identification, stakeholder presentation, process improvement leadership, Microsoft Excel and PowerPoint proficiency
Preferred skills
customer service platform experience, operational dashboard usage, people management
Responsibilities
Manage assigned customer portfolio and coordinate complex operational escalations to resolution; Act as the voice of the customer within Customer Service; Investigate customer issues and identify root causes; Produce and present regular service reviews and operational reporting; Develop and maintain customer-specific operational documentation; Support continuous improvement initiatives through customer insight and feedback
Seniority
Senior, hands-on IC