Lead the Groups Contracts and Bookings teams, driving operational excellence and continuous improvement in group travel support while fostering a high-performance culture.
Senior Director, Client Operations
🕒 3 days ago
Customer OperationsContact Center LeadershipBPO ManagementService Level Agreements (slas)
📜 Description
- Own and continuously improve end-to-end support performance across Lodging, Flights, Cars, and Engine X.
- Lead a senior management team across verticals and shifts, ensuring 24/7 coverage.
- Be the escalation owner for high-severity customer situations and incidents.
- Partner with Product and Engineering to enhance tooling and automation for improved support.
- Lead the Customer Advocacy Team to set standards for exceptional service recovery.
🛠️ Requirements
- 12+ years in customer operations, contact center leadership, or travel support, with at least 5 years at the director level or above.
- Proven experience running a US-based contact center operation with full P&L accountability.
- Hands-on BPO management experience, including vendor selection and performance management.
- Experience in travel, hospitality, fintech, or high-complexity booking environments preferred.
- Familiarity with modern support tooling like Salesforce Service Cloud and WFM platforms.
✨ Benefits
- Commissions, and equity
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