Operations Manager

The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross functionally shaping and driving strategic, operational, and organizational improvements across the team such as: Alignment to Global Service strategy and implementation of change, which embraces localisation Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience.

Collaboration with front, mid, back office teams to drive the true TMC experience for customers Driving customer insights to deliver improvements in quality, learning and product roadmap Ownership of agent tooling to establish a world class consultant and customer experience. Consultant and Agent advocate and champion Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product.

You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments

What you’ll do

• In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
• Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering) You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population.
• You will use sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics.
• Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams.
• Acting as a trusted partner for the Service leadership team.
• Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan