Senior Manager, Travel Services

Role overview

Lead a round-the-clock travel support operation, overseeing multiple teams and their managers. The role combines people development, service quality, operational improvement, and customer issue resolution across a growing support organization.

Responsibilities

- Coach and develop managers and travel support consultants through regular check-ins, performance reviews, and career planning. - Set consistent operating practices across regions, identify ways to scale support, and maintain a useful knowledge base. - Track customer satisfaction, call queues, and service-level performance; report results and address gaps. - Own escalations through resolution and improve recovery processes for recurring service problems. - Investigate root causes and implement lasting operational fixes. - Coordinate with client-facing teams on customer retention, hiring, and support training.

Requirements

- At least five years of experience leading multiple teams in an omnichannel contact center or customer support environment. - Strong organizational, communication, presentation, and relationship-building skills. - Ability to motivate teams, coach leaders, and work independently as well as collaboratively. - Experience using analytics, including AI-supported analysis, to guide operational decisions. - Familiarity with customer relationship management and contact center platforms. - Flexibility to cover nonstandard hours, including early or late shifts and possible weekend on-call work.

Nice to have

- Experience with Sabre or Amadeus, New Distribution Capability, or a travel management company. - Bachelor’s degree.