Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager based in the United States.

As an Operations Manager, you will play a key role in strengthening global travel operations and delivering a seamless, customer-focused support experience. Working closely with senior leadership and cross-functional teams, you will identify improvement opportunities, optimize processes, and help scale operational performance in a fast-growing environment. You will act as a critical link between service teams and product, engineering, and technology partners, translating operational feedback into meaningful product enhancements. By combining data-driven decision-making with structured program management, you will improve efficiency, service quality, and customer satisfaction. You will also contribute to the evolution of support technology, helping create a unified agent desktop that empowers consultants and operational teams. This role offers the opportunity to influence global strategies while balancing local requirements and driving sustainable operational excellence.

In this role, you will collaborate with operations leadership, service teams, and product partners to identify strategic priorities, improve workflows, and deliver measurable business outcomes. Your responsibilities will include:

• Partnering with operations leadership and product teams to identify, evaluate, and prioritize opportunities that improve customer experience, reduce support contacts, and increase processing efficiency.

• Acting as the primary interface between operational and service teams and R&D, coordinating the triage, impact assessment, and prioritization of product feedback for product and engineering teams.

• Representing consultants and operational agents in product improvement discussions, ensuring that their needs inform product roadmaps and service enhancements.

• Collaborating with change management teams to implement approved product roadmaps and translate technology improvements into successful operational adoption.

• Prioritizing service improvement initiatives using data such as issue volumes, affected users, revenue impact, and other relevant performance indicators.

• Managing strategic programs and projects, including acquisition onboarding, new inventory and supplier processes, and collaboration with third-party support providers.

• Acting as a trusted partner to service leadership, translating business objectives into structured plans, managing execution, and maintaining focus on agreed priorities.

• Establishing scalable operational governance through project and task boards, monthly team meetings, and quarterly prioritization sessions with IT, Data, Security, Finance, Customer Success, Product, and Service teams.

• Working with Operations Analysts to assess existing processes, identify measurable improvement opportunities, and evaluate the effectiveness of newly implemented solutions.

• Leading the transformation of multiple support systems into a unified agent desktop, improving functionality, usability, and adoption across operational teams.

• Advocating for consultants and agents by ensuring that operational tools, processes, and product developments support their needs and enhance the overall customer experience.

• Driving continuous improvement across global operations while accounting for regional requirements, evolving business priorities, and changing organizational needs.

Requirements:

The ideal candidate combines extensive travel management operations experience with strong analytical capabilities, project leadership, and a customer-first mindset. You should be comfortable navigating complex global environments, influencing stakeholders, and translating strategic objectives into practical, measurable results. The following qualifications and skills are essential:

• At least 7 years of experience in Travel Management Company (TMC) or business travel operations management, covering air, rail, car rental, and hotel supplier products.

• At least 5 years of proven Global Distribution System (GDS) experience, with expert-level proficiency.

• Relevant IATA accreditation, including WWAFT, VAII, or BA2.

• Strong organizational and project management skills, with the ability to coordinate multiple concurrent initiatives involving diverse stakeholders.

• Proven ability to develop, document, and implement clear, scalable operational processes.

• Experience developing strategies, communicating priorities effectively, and securing stakeholder alignment and support for execution.

• Excellent communication skills, strong emotional intelligence, and the ability to build trusted relationships across teams, locations, and time zones.

• Ability to challenge existing practices constructively while balancing global strategies with local operational requirements.

• A creative, solutions-oriented approach, with the ability to work independently while keeping relevant teams aligned.

• Strong prioritization skills, including the judgment to determine what should be addressed immediately, deferred, or declined.

• Familiarity with customer relationship management (CRM) platforms such as Salesforce and Zendesk.

• A customer-centric mindset, with a demonstrated commitment to excellent customer support, engagement, and service quality.

• Ability to work effectively both independently and collaboratively in cross-functional environments.

• Strong business analytics capabilities, including the ability to use performance data and real-time insights to identify trends and guide decisions.

• A proactive, results-driven approach, with ownership of responsibilities and a commitment to delivering high-quality outcomes.

• Technical proficiency with travel management systems, supplier platforms, and third-party operational tools.

• Demonstrated ability to manage available resources efficiently and deliver projects and tasks within agreed timelines.

• A commitment to leading by example, maintaining high standards, and encouraging accountability across teams.

• Solid business acumen and the ability to connect operational improvements with broader business objectives.

Benefits:

The company offers a comprehensive benefits package designed to support employees' well-being, financial security, and work-life balance. Available benefits may vary by location and include:

• Healthcare coverage and insurance options tailored to local requirements.

• Wellness resources and support for employees and their families.

• Retirement savings programs to support long-term financial security.

• Opportunities to participate in employee equity plans.

• Flexible paid time off and country-specific public holidays.

• Paid parental leave for all new parents.

• Connectivity and commuting support in eligible locations.

• Mental health resources and well-being support.

• Exclusive travel-related perks.

• Opportunities to work in a high-performance, collaborative environment with autonomy and professional growth potential.

• Access to global office spaces and in-person collaboration opportunities where applicable.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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