Senior Manager, Travel Experience

The TripActions Travel Experience Team is seeking a Senior Travel Experience Manager to join our growing team. This role provides leadership and operational oversight of multiple support teams responding to customers on a 24x7 basis.



What Youll Do:


Lead and develop a diverse team of managers and Travel Experience Agents

Develop and globally implement standardized operational processes to ensure accountability of work performed is delivered daily

Must be able to identify and deliver on process opportunities to improve scale within the support organization

Work directly with colleagues in Client Management as needed to ensure the retention of existing customers

Accountability for Customer Service Satisfaction and Net Promoter scores by way of delivering an exceptional level of proactive service to travelers

Conduct regular 1:1 meetings and formal reviews to monitor progress, set expectations, and coach and develop leadership skills including the creation and tracking career maps.

Provide performance feedback continually to encourage desired behaviors in line with corporate goals.

Manage escalations that occur and own customer issues through to completion

Develop processes to ensure recovery from the most common service issues.

Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.

Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.

When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed

Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)

Knowledge of, and familiarity with contact center applications (e.g. Five9, Freshdesk, Aspect, PureCloud, etc)

Screen for and interview new hires as we scale our support organization

Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.




What Were Looking For:


5+ years in omni-channel contact center/support experience leading multiple teams to deliver results

5+ years of Sabre and Travel Agencies experience (preferred)

Must be personally committed and accountable for maintaining the TripActions culture and contact center engagement

Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions

Ability to build relationships and motivate people and teams

Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.

Excellent organizational skills & interpersonal skills.

Excellent written and verbal communication skills, presentation and facilitation skills.

Ability to work independently and effectively as part of a team.

Business analytics - should be able to provide a data-driven approach for operational challenges and strategies.

Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization

College degree preferred