Customer Experience Operations Lead

Corporate Travel Management (CTM) Group; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company Paid Insurance

Wellness program

Job summary

CTM NA seeks an Operations Manager to lead the customer experience, mentor a diverse team, and ensure delivery of high-quality service to clients. You will drive KPI accountability, collaborate with account management and sales, and implement structured frameworks to improve performance across the team.

This role includes on-call duties, a Mon–Fri 10am–7pm EST schedule, and opportunities to influence service enhancements while maintaining strong client relationships.

Qualifications

• High School Diploma or equivalent.
• 3–5 years’ experience in corporate travel with supervisory skills preferred.
• Proficiency with Sabre, Word and Outlook.

Responsibilities

• Lead customer experience initiatives and ensure high service quality.
• Coach and develop team members to meet performance goals.
• Manage KPI reporting and root-cause analysis with cross-functional teams.
• Collaborate with account management and sales to align on client outcomes.
• Schedule planning and on-call coverage (Mon–Fri 10am–7pm EST) and maintain team morale.

Skills

Leadership

Coaching

Client interaction

Microsoft Office

Communication

Education

High School Diploma or equivalent

Tools

Sabre

Microsoft Word

Outlook

Job description

CTM NA seeks an Operations Manager to lead the customer experience, mentor a diverse team, and ensure delivery of high-quality service to clients. You will drive KPI accountability, collaborate with account management and sales, and implement structured frameworks to improve performance across the team.

This role includes on-call duties, a Mon–Fri 10am–7pm EST schedule, and opportunities to influence service enhancements while maintaining strong client relationships.