Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.
In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross-functionally, shaping and driving strategic, operational, and organizational improvements across the team such as:
Alignment to Global Service strategy and implementation of change, which embraces localisation
Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience
Collaboration with front, mid, back office teams to drive the true TMC experience for customers
Driving customer insights to deliver improvements in quality, learning and product roadmap
Ownership of agent tooling to establish a world class consultant and customer experience
Consultant and Agent advocate and champion
Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)
Representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population
Using sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics
Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams
Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service
Working with our Business Process Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised
Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool
7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
5+ Years proven GDS experience to expert level
IATA accreditation (WWAFT / VAII / BA2)
Strong organizational skills to manage multiple concurrent projects with varied stakeholders
Strong ability to clearly develop and document processes
Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
Excellent communication skills and strong emotional intelligence
Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
Ability to strategize and execute on a global scale, whilst incorporating localised nuances
Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
Prioritization legend, understand when and how to say no, or later
Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc)
Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions
Ability to work independently and effectively as part of a team
Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
Results driven and proactive with ability to own and execute area of responsibility with excellence
Technically proficient with travel systems and third party supplier platforms and tools
Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
Leading by example at all times
Solid business acumen
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Last updated: 19 hours ago
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