Head of Travel Operations & 24/7 Luxury CX

Range Group - Job Postings; Toronto; Hybrid; CAD 150,000 - 175,000; Full time

Job summary

TripArc seeks a Senior Director, Travel Operations & Customer Experience to own care, servicing, and fulfillment after the sale. The role is hybrid, with a minimum of two days per week at the Downtown Toronto office, and reports to the SVP Platform & Technology.

You will lead service strategy, SLA governance, and 24/7 operations across channels for flights, hotels, activities, and packaged itineraries, while shaping automation and supplier escalation processes to protect premium guest

Qualifications

• 5+ years in customer experience, travel operations, or leadership.
• Hands-on Sabre GDS experience: PNR, ticketing, exchanges/refunds.
• Knowledge of luxury travel supplier systems and programs.
• Experience designing and enforcing 24/7 SLAs.
• Experience selecting and governing outsourced/offshore BPO.
• Familiarity with CCaaS tools and QA/call-monitoring.
• Strong analytics for SLA/CSAT/NPS reporting.
• Excellent written and verbal communication.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Own round-the-clock service coverage, SLAs, and cost per contact across channels.
• Design tiered service model and routing logic for 24/7 operations.
• Collaborate with offshore BPO on QA, calibration, and performance.
• Build and own SLA dashboards and report gaps to leadership.
• Manage air travel risk, fulfillment integrity, and supplier escalations.
• Lead 2/3 senior travel consultants and training programs.
• Partner with product/engineering on observability and automation.
• Report NPS and CSAT trends to executives.

Skills

Customer experience leadership

GDS experience

Vendor management

Cross-functional collaboration

Education

Bachelor's degree

Tools

Sabre GDS

Virtuoso program

Ensemble program

Travel Edge

Job description

TripArc seeks a Senior Director, Travel Operations & Customer Experience to own care, servicing, and fulfillment after the sale. The role is hybrid, with a minimum of two days per week at the Downtown Toronto office, and reports to the SVP Platform & Technology.

You will lead service strategy, SLA governance, and 24/7 operations across channels for flights, hotels, activities, and packaged itineraries, while shaping automation and supplier escalation processes to protect premium guest