Operational Account Manager - North America

WebBeds America Inc; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

WebBeds America Inc is seeking an Operational Account Manager in Orlando to serve as the primary contact for strategic customers, manage escalations, and coordinate actions with Customer Service, Commercial, Supply, and Technology teams.

You will analyze operational trends, produce service reviews, and drive continuous improvement to enhance the customer experience. Candidates should have travel industry operations experience and strong Excel/PowerPoint skills.

Qualifications

• Experience in Operations, Customer Service, Customer Success, or Commercial teams in travel.
• Advanced Excel and PowerPoint skills.
• Experience with customer service platforms, reporting tools, and dashboards.
• Ability to manage complex customer relationships and escalations.
• Strong analytical and problem-solving abilities to identify trends.
• Experience presenting performance to stakeholders.
• Experience leading projects or process improvements.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple priorities.
• People management experience is desirable.

Responsibilities

• Act as the primary operational contact for assigned customers and issues.
• Own and coordinate escalations, ensuring actions are tracked and communicated.
• Represent the voice of the customer across internal teams.
• Investigate issues with internal stakeholders to enable resolution.
• Maintain records of escalations, actions, and impacts in systems.
• Analyze trends and customer feedback to identify risks and optimizations.
• Produce service reviews and operational reporting for stakeholders.
• Develop customer operational documentation and escalation pathways.
• Support continuous improvement initiatives with customer insight.
• Build strong, cross-functional relationships to improve visibility and ownership.

Skills

Travel industry experience

Customer service experience

Analytical thinking

Project leadership

Communication skills

Pressure management

Tools

Excel

PowerPoint

Customer service platforms

Reporting tools

Operational dashboards

Job description

What you will do on your journey with WebBeds.

As an Operational Account Manager, you will be a key point of contact for strategic customers and business-critical operational issues. Acting as the voice of the customer, you will manage a portfolio of assigned accounts, take ownership of complex escalations, and ensure actions are coordinated, tracked, and communicated through to resolution. Working closely with Customer Service, Commercial, Supply, and Technology teams, you will maintain visibility of customer-impacting issues, identify operational trends, and drive continuous improvement initiatives that enhance the overall customer experience. This role suits candidates with strong Customer Service or Operations experience who are comfortable managing escalations, analysing data, and working within fast-paced service environments.

Key responsibilities

• Act as the primary operational point of contact for assigned customers: Maintain oversight of customer issues, escalations, and service-related matters.
• Own and coordinate operational escalations for assigned accounts and critical business situations: Ensure actions are tracked, documented, followed up, and communicated through to resolution.
• Act as the voice of the customer within Customer Service: Ensure customer concerns, operational challenges, and service impacts are understood and appropriately communicated across the business.
• Investigate customer issues and identify root causes: Work with internal stakeholders to support effective resolution and highlight opportunities for service improvement.
• Maintain accurate records of escalations, actions, decisions, and customer impacts: Ensure all activity is appropriately documented within company systems.
• Analyse operational trends, escalation themes, and customer feedback: Identify recurring issues, operational risks, and opportunities to improve the customer experience.
• Produce and present regular service reviews, operational reporting, and customer updates: Provide meaningful insights, observations, and recommendations to internal and external stakeholders.
• Develop and maintain customer operational documentation: Cover customer-specific processes, requirements, risks, and escalation pathways.
• Support continuous improvement initiatives: Provide customer insight, operational feedback, and reporting that helps inform business decisions and service enhancements.
• Build strong working relationships across Customer Service, Commercial, Supply, and Technology teams: Help ensure customer-impacting issues receive appropriate visibility, ownership, and follow-up.

The skills we would love to see in your suitcase!

• Extensive travel industry experience working within Operations, Customer Service, Customer Success, and/or Commercial teams.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Experience with customer service platforms, reporting tools, and operational dashboards is highly desirable.
• Proven ability to manage complex customer relationships and escalations.
• Strong analytical and problem-solving capabilities, with the ability to interpret data and identify trends.
• Experience presenting operational performance to both internal and external stakeholders.
• Experience leading projects, process improvements, or continuous improvement initiatives.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple priorities.
• People management experience is desirable.

About Web Travel Group

Web Travel Group is a global B2B organisation servicing the travel industry, connecting hotels and other travel sellers to a diverse network of travel buyers all over the world through our trade only digital travel marketplace brand-WebBeds. WebBeds provides powerful distribution solutions that make selling and buying travel easier. WebBeds connects hotels to sell rooms with travel buyers looking to find rooms for their customers, the travelling public. WebBeds partners are supported through a truly global footprint, we have a team of 2,000+ people in 120+ cites across 50+ countries speaking 50+ languages - all focused on ensuring WebBeds delivers value, choice, expertise and an unrivalled level of service. Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products through WebBeds by connecting to a global network of online and offline travel buyers through cutting edge solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices - saving costs and increasing revenue. Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMCs, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they cansearch, shop and book online through one of WebBeds trade only booking sites.