Senior Director, Travel Operations & Customer Experience

Canada·Torontosenior

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

flights, hotels, activities, ground transfers, and curated packages. Design the tiered service model and routing logic: what our 24/7 offshore BPO shared-service partner owns at tier 1,

Requirements Summary

5+ years in customer experience, travel operations, or support leadership, including at least 3+ years in a senior role owning a 24/7, multi-channel service organization — ideally at an OTA,

Technical Tools

Customer SuccessCustomer Experience

Founded in 2017, TripArc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates.

As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today.

Responsibilities

~1 min read

→Experience at a luxury or premium travel brand, tour operator, or high-end hospitality organization.
→Additional GDS experience (Amadeus, Travelport).
→IATA/ARC ticketing background, including agency debit-memo prevention or dispute experience.
→Experience building or scaling an outsourced/offshore contact center from the ground up.
→Experience with AI-assisted support automation — chat deflection, anomaly detection, auto-remediation.
→Additional languages.

What We Offer

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We provide a competitive compensation package with a strong pay-for-performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is: $150,000 to $175,000 CAD.

The actual compensation may vary depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. #LI-Hybrid #LI-KC1

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

The Range Group may use artificial intelligence throughout the recruitment process to screen, assess or select applicants for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

We thank all candidates for their interest however only those selected for an interview will be contacted.