Head of Operations & Customer Service - Americas

MTS Incoming, S.L.U.; Cancún; Presencial; MXN 1.200.000 - 1.900.000; Jornada completa

Descripción de la vacante

OTS Globe seeks a Director of Operations & Customer Service Americas to lead the operational performance and customer service strategy for Accommodation, Transfers, and Excursions across the Americas. You will manage a small team, collaborate with Commercial, Contracting, Product, and Finance, and drive profitability and service excellence.

The role combines strategic leadership with hands-on oversight, focusing on efficiency, supplier relationships, and continuous process improvements to

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) relevant for leadership and people-management responsibilities.
• Willingness to travel and provide operational support during contingencies.

Responsabilidades

• 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.
• 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.

Conocimientos

English B2-C1

Leadership

Negotiation

Customer Experience

Financial Analysis

Strategic Thinking

Operations

Educación

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

Herramientas

Excel

BI tools

Descripción del empleo

OTS Globe seeks a Director of Operations & Customer Service Americas to lead the operational performance and customer service strategy for Accommodation, Transfers, and Excursions across the Americas. You will manage a small team, collaborate with Commercial, Contracting, Product, and Finance, and drive profitability and service excellence.

The role combines strategic leadership with hands-on oversight, focusing on efficiency, supplier relationships, and continuous process improvements to