Director of Operations & Customer Service Americas

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

The Director of Operations & Customer Service Americas will be responsible for leading the operational performance and customer service strategy across the Americas region for Accommodation, Transfers, and Excursions. The role focuses on ensuring operational efficiency, service excellence, profitability, and a seamless customer experience while managing a small operational team and collaborating closely with Commercial, Contracting, Product, and Finance departments.

This position combines strategic leadership with hands‑on operational oversight, requiring strong expertise in tourism operations, customer service management, financial analysis, supplier relationships, and process optimization. The successful candidate will play a key role in driving continuous improvement initiatives, mitigating operational risks, enhancing customer satisfaction, and supporting the company’s growth objectives across the region.

This position will ensure the profitability and operational efficiency of the Americas business across the three distributed products (Accommodation, Excursions, and Transfers) through strategic supplier management, operational oversight, and continuous improvement of the customer experience throughout the travel journey.

Strategic Responsibilities:

• Ensure compliance with service standards, response times, follow‑up processes, and customer attention requirements.
• Lead continuous improvement and operational efficiency initiatives across destinations.
• Monitor and optimize product portfolio performance.
• Participate in strategic meetings with Commercial, Contracting, Product, and Finance teams.
• Forecast operational capacity versus demand to prevent service bottlenecks and operational saturation.
• Manage operational and reputational risks through strategic and tactical decision‑making.

Operational Responsibilities:

• Approve and manage critical operational incidents and escalations.
• Ensure timely, accurate, and effective communication between operational and sales teams.
• Support service recovery actions and customer satisfaction initiatives.
• Drive operational best practices and performance consistency across the region.

Requirements:

• Bachelor's degree in Tourism, Business Administration, Hospitality Management, or a 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.