Operations Manager

The Operations Manager will play a key role in improving global travel support operations, connecting operational teams with product and technology partners to deliver a seamless customer experience. You will identify opportunities to streamline workflows, increase efficiency, and reduce unnecessary support contacts while maintaining high service quality. Working closely with senior leadership and cross-functional stakeholders, you will translate customer and agent feedback into prioritized product improvements and scalable operational solutions. You will also oversee strategic projects, strengthen process management, and help transform fragmented support systems into a unified agent desktop. This role combines analytical problem-solving, program management, and change leadership in a fast-growing, technology-driven environment. It is an opportunity for an experienced travel operations professional to influence global strategy while delivering measurable improvements for customers, consultants, and support teams.

The ideal candidate is an experienced travel operations leader with deep industry knowledge, strong analytical capabilities, and a proven ability to manage complex projects across global teams. You should be comfortable working independently, balancing competing priorities, and translating strategic objectives into measurable operational improvements. Key qualifications include:

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

• At least 5 years of expert-level experience with Global Distribution Systems (GDS).

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

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

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

• Experience defining operational strategies, communicating them effectively, and securing stakeholder alignment and support for execution.

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

• Ability to execute global strategies while incorporating local market requirements and operational nuances.

• Strong analytical and data-driven decision-making skills, including the ability to interpret performance metrics, identify trends, and measure business impact.

• Familiarity with CRM applications such as Salesforce or Zendesk.

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

• A customer-centric mindset, with a strong commitment to excellent customer support and high-quality service interactions.

• Strong prioritization skills, including the judgment to defer or decline lower-impact initiatives when necessary.

• A proactive, solutions-oriented approach, with the ability to work independently while keeping teams aligned and informed.

• Demonstrated accountability, sound business judgment, and the ability to deliver high-quality outcomes within agreed timelines.

• A collaborative leadership style that sets a strong example and encourages continuous improvement.