Director, Americas Operations & Customer Experience

MTS GLOBE 4 SERVICES SL; Cancún; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

MTS GLOBE 4 SERVICES SL in Cancún is seeking a Director of Operations & Customer Service Americas to lead the tourism operations across Accommodation, Transfers, and Excursions. You will drive profitability, service excellence, and a seamless customer experience while managing a small operational team and coordinating with Commercial, Contracting, Product, and Finance.

The role blends strategic leadership with hands-on oversight, requiring strong analytical skills, supplier management, and

Formación

• Bachelor’s degree in Tourism, Business Administration, Hospitality Management, or related field.
• English proficiency at B2–C1 level.
• At least 3 years’ experience in tourism operations with financial management responsibilities.
• Advanced Excel and BI tools experience.
• Strong leadership, negotiation, and conflict resolution skills.
• Knowledge of Mexican Labor Law (LFT) for leadership roles.
• Willingness to travel and support contingencies.

Responsabilidades

• Lead strategic and operational initiatives across Accommodation, Excursions, and Transfers.
• Forecast capacity vs demand to prevent bottlenecks.
• Manage critical operational incidents and escalations.
• Ensure timely communication between operations and sales teams.
• Drive continuous improvement of the customer experience.
• Collaborate with Commercial, Contracting, Product, and Finance teams.

Conocimientos

English proficiency

Advanced Excel

BI tools

Operations leadership

Financial analysis

Customer experience management

Team leadership

Conflict resolution

Negotiation

Strategic thinking

Educación

Bachelor’s degree in Tourism / Business Administration / Hospitality Management

Herramientas

Excel

BI Tools

Descripción del empleo

MTS GLOBE 4 SERVICES SL in Cancún is seeking a Director of Operations & Customer Service Americas to lead the tourism operations across Accommodation, Transfers, and Excursions. You will drive profitability, service excellence, and a seamless customer experience while managing a small operational team and coordinating with Commercial, Contracting, Product, and Finance.

The role blends strategic leadership with hands-on oversight, requiring strong analytical skills, supplier management, and