Americas Ops & Customer Experience Leader — Travel

PURE CUISINE; Cancún; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

OTS Globe is seeking a Director of Operations & Customer Service Americas based in Cancún to lead performance across Accommodation, Transfers, and Excursions. You will drive efficiency, profitability, and an excellent customer experience while supervising a small team and partnering with Commercial, Contracting, Product, and Finance.

This role blends strategic leadership with hands-on oversight, requiring tourism operations expertise, financial analysis, supplier management, and process

Formación

• Bachelor's degree in Tourism, Business Administration, Hospitality Management, or related field.
• English proficiency at B2–C1 level.
• Minimum of 3 years' experience in tourism operations with financial management responsibilities.
• Advanced Excel skills and experience with Business Intelligence (BI) tools.
• Operations and advanced negotiation skills.
• Financial Analysis and Strategic Thinking
• Customer Experience Management
• Team Leadership and Conflict Resolution
• Basic knowledge of Mexican Labor Law (LFT), particularly relevant for leadership and people-management responsibilities.
• Availability to travel and provide operational support during contingencies when required.

Responsabilidades

• Lead the operational performance and customer service strategy across the Americas region.
• Ensure profitability, efficiency, and a seamless customer experience across Accommodation, Transfers, and Excursions.
• Manage a small operational team and collaborate with Commercial, Contracting, Product, and Finance.
• Drive continuous improvement initiatives and mitigate operational risks.
• Forecast capacity vs. demand to prevent bottlenecks and saturation.

Conocimientos

English proficiency

Negotiation

Team leadership

Customer experience management

Financial analysis

Strategic thinking

Operations management

Conflict resolution

Travel readiness

Excel

Educación

Bachelor's degree in Tourism, Business Administration, Hospitality Management, or related field

Herramientas

Excel

BI tools

Descripción del empleo

OTS Globe is seeking a Director of Operations & Customer Service Americas based in Cancún to lead performance across Accommodation, Transfers, and Excursions. You will drive efficiency, profitability, and an excellent customer experience while supervising a small team and partnering with Commercial, Contracting, Product, and Finance.

This role blends strategic leadership with hands-on oversight, requiring tourism operations expertise, financial analysis, supplier management, and process