Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager based remotely in the United States.

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.

As Operations Manager, you will work closely with operations leadership, service teams, and product partners to identify, prioritize, and implement improvements across global travel support operations. Your responsibilities will include:

• Strategic Operations Management: Identify and prioritize opportunities to improve contact deflection, processing efficiency, and customer experience in alignment with global service objectives.

• Product Feedback and Prioritization: Act as the primary interface between operational and service teams and R&D, coordinating the collection, triage, impact assessment, and prioritization of product feedback.

• Product Roadmap Execution: Represent consultants and support agents in product planning discussions, helping prioritize improvements and partnering with change management teams to implement approved roadmaps effectively.

• Data-Driven Decision-Making: Evaluate improvement opportunities using metrics such as issue volume, number of users affected, revenue impact, and operational performance.

• Program and Project Management: Lead or support cross-functional initiatives, including acquisition onboarding, new supplier and inventory processes, and collaboration with third-party support teams.

• Process Development and Governance: Establish scalable processes for project and task tracking, monthly team meetings, and quarterly prioritization with IT, Data, Security, Finance, Customer Success, Product, and Service teams.

• Performance Measurement: Partner with operations analysts to identify measurable improvement opportunities, monitor process performance, and assess the impact of newly implemented initiatives.

• Agent Tooling Transformation: Drive the evolution of multiple support systems into a unified agent desktop, improving functionality, adoption, and the overall experience for agents and customers.

• Stakeholder Management: Serve as a trusted partner to service leadership, ensuring objectives are clearly defined, execution plans are structured, and priorities remain focused on the most important outcomes.

• Global and Local Alignment: Support the implementation of global service strategies while accounting for local operational requirements and regional differences.

• Continuous Improvement: Challenge existing practices, identify opportunities for simplification, and promote scalable solutions that improve service quality and operational effectiveness.

Requirements:

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.

Benefits:

• Comprehensive benefits designed to support employee well-being, financial security, and work-life balance.

• Healthcare coverage, insurance options, and wellness resources for employees and their families, depending on location.

• Retirement savings programs and potential participation in equity plans.

• Flexible paid time off and country-specific public holidays.

• Paid parental leave for new parents.

• Connectivity and commuting support in eligible locations.

• Mental health resources and wellness support.

• Travel-related perks and benefits.

• Opportunities to work on strategic global initiatives and influence operational processes, product improvements, and customer experience.

• A high-performance environment that encourages autonomy, collaboration, and professional growth.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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