Overview
The Operations Team works at the intersection of the most important issues facing the Global Operations & Service Team. The team collaborates closely with senior leadership and cross-functionally shapes and drives strategic, operational, and organizational improvements across the team. Responsibilities include aligning to Global Service strategy with localisation, serving as the critical interface with R&D (product, engineering) to ensure a tech approach to self-serve and post-booking travel support, collaborating with front, mid and back office teams to deliver the true TMC experience for customers, driving customer insights to improve quality, learning, and product roadmap, owning consultant tooling to establish a world-class consultant and customer experience, and acting as a consultant and customer advocate to stay connected to the service delivery floor and proactively support consultants and customers.
Reporting to the Global Operations Director, the Senior Operations Manager thrives in a high-growth environment and adapts to rapid changes in people, process, and product. You are analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.
What You’ll Do
* In the Senior Operations Manager role, work directly with Service & Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve aims of contact deflection, efficient processing, and customer experience excellence.
* Represent the Service team of consultants along with the Operational team of agents to support product teams with regular product improvement prioritization and collaborate with the change management team to implement confirmed product roadmaps into operational success among our consultant population.
* Leverage data and sound logic to identify, prioritize, and drive service improvement opportunities using factors such as issue volume, user impact, revenue implications, and other key metrics.
* Program and project management will form a key part of the role, including onboarding acquisitions, managing new supply processes related to inventory sources, or working with third-party support teams.
* Act as a trusted partner for the Service leadership team, analyzing, understanding, and delivering according to well-defined objectives and plans, with a focus on delivering key responsibilities and planned developments.
* Build a long-term process including project and task boards, monthly team meetings, and quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service.
* Work with Operations Managers and Analysts to manage processes, identify measurable improvement opportunities, and assess the success of newly operationalized processes.
* Own and maintain agent tools, driving enhancements that improve consultant experience and efficiency.
What We’re Looking For
* 7+ years in a TMC/BT Operations Management role
* 5+ years of experience building, leading, and retaining operational teams consisting of ICs and people managers
* 5+ years of proven GDS experience to expert level
* IATA accreditation (WWAFT / VAII / BA2)
* Ability to coach, mentor, and lead their team members to achieve successful outcomes and actively engage to resolve issues as required
* Able to manage outsourced site operations and vendor relationships
* Owns part of a global, cross-functional team and is capable of working with all levels
* Capable of executing and delivering complex operational and technical projects involving multiple stakeholders with minimal guidance and a high degree of ambiguity
* Strong understanding of product strategy and requirements for scaling products and operations through a users-first mindset
* Collaborative leadership across multiple teams to produce end-to-end results for partners and users
* Expert negotiator who develops creative solutions aligned with organizational objectives
* Clear communicator, storyteller, and presenter for both technical and non-technical audiences
* Outstanding analytic skills to drive operational data analytics strategy
* Experience developing, modifying, and executing policies and processes that affect immediate operations and can have organization-wide impact
* Ability to influence thinking and gain buy-in in sensitive situations
* Regularly interacts with leadership on matters across several functional areas, divisions, and/or customers
Seniority level
* Director
Employment type
* Full-time
Job function
* Management and Manufacturing
* Software Development
Note: This description may include references to current postings or related roles; only the Senior Operations Manager content is retained here.
#J-18808-Ljbffr