Operational Account Manager - North America

WebBeds; Orlando (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

WebBeds is seeking an Operational Account Manager for North America to serve as the primary contact for strategic customers in a fast-paced environment. You will drive complex operational escalations, coordinate actions across Customer Service, Commercial, Supply and Technology, and deliver actionable insights in service reviews.

The role emphasizes customer advocacy, data analysis, and continuous improvement, with collaboration across multiple teams to enhance the customer experience and

Qualifications

• Extensive travel industry experience in Operations/Customer Service.
• Proven ability to manage complex customer relationships and escalations.
• Strong analytical and problem-solving capabilities with data interpretation.
• Experience presenting operational performance to stakeholders.
• Experience leading projects or continuous improvement initiatives.
• Excellent communication and presentation skills.

Responsibilities

• Act as the primary operational point of contact for assigned customers, managing issues and service-related matters.
• Own and coordinate operational escalations for accounts, ensuring actions are tracked and resolved.
• Advocate for the customer within the organization and communicate impacts across teams.
• Investigate issues, identify root causes, and coordinate resolution with internal stakeholders.
• Maintain accurate records of escalations, actions, and customer impacts in systems.
• Analyze trends, escalation themes, and customer feedback to identify improvements.
• Produce regular service reviews and updates with insights and recommendations.
• Develop and maintain customer operational documentation and escalation pathways.
• Support continuous improvement with customer insights and reporting for decision-making.
• Build strong relationships across Customer Service, Commercial, Supply and Technology teams.

Skills

Travel industry experience

Customer service/operations

Analytical thinking

Communication skills

Presentation skills

Leadership

Excel

PowerPoint

Stakeholder management

Prioritization under pressure

Tools

Excel

PowerPoint

Job description

## Operational Account Manager - North AmericaApplylocations: Orlandotime type: Full timeposted on: Posted Todayjob requisition id: JR00000169### ### Job Description – Operational Account Manager.**Job Title**Operational Account Manager**Department**Operations – Customer Services**Location (primary)**Orlando, Florida**Reports to**Head of Operational Account Management and Customer Service# What will you do on your journey with WebBeds?*As an Operational Account Manager for our North America region, you will be a key point of contact for strategic customers and business-critical operational issues. Acting as the voice of the customer within Customer Service, you will ensure customer concerns, operational risks and service challenges are clearly understood, communicated and appropriately escalated across the business.**The role holder will manage a portfolio of assigned customers, take ownership of complex operational escalations and ensure actions are effectively coordinated, tracked and communicated through to resolution. Success in this role relies on strong operational knowledge, sound judgement and the ability to navigate complex situations involving multiple stakeholders and competing priorities.**You will work closely with Customer Service, Commercial, Supply and Technology teams, maintaining visibility of customer-impacting issues, advocating for customer needs.**In addition, the role plays an important part in identifying operational trends, producing service performance reporting, supporting service reviews and driving continuous improvement initiatives that enhance the overall customer experience.**This role is ideally suited to candidates with strong Customer Service or Operations experience who are comfortable managing escalations, analysing data, presenting operational insights and working within fast-paced service environments.*### How you will make an impact...Responsibilities include but not limited to:* **Act as the primary operational point of contact for assigned customers**, maintaining oversight of customer issues, escalations and service-related matters.* **Own and coordinate operational escalations for assigned accounts and critical business situations**, ensuring actions are tracked, documented, followed up and communicated through to resolution.* **Act as the voice of the customer within Customer Service**, ensuring customer concerns, operational challenges and service impacts are understood and appropriately communicated across the business.* **Investigate customer issues and identify root causes**, working with internal stakeholders to support effective resolution and highlight opportunities for service improvement.* **Maintain accurate records of escalations, actions, decisions and customer impacts**, ensuring all activity is appropriately documented within company systems.* **Analyse operational trends, escalation themes and customer feedback**, identifying recurring issues, operational risks and opportunities to improve the customer experience.* **Produce and present regular service reviews, operational reporting and customer updates**, providing meaningful insights, observations and recommendations to internal and external stakeholders.* **Develop and maintain customer operational documentation**, including customer-specific processes, requirements, risks and escalation pathways.* **Support continuous improvement initiatives** by providing 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**, helping 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.* 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.* Advanced Microsoft Office skills, particularly Excel and PowerPoint.* Experience with customer service platforms, reporting tools and operational dashboards is highly desirable.* People management experience is desirable.# Why choose WebBeds as your next destination?We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.* International highly skilled group of experts from all around the globe * Dynamic environment with the chance to grow, influence & impact change * Disruptive, fast-growing market leader within travel & endless possibilities * Culture built on collaboration empowerment and innovation About WebBeds.**WebBeds is a global B2B marketplace that unites supply with demand, connecting hotels with travel buyers all around the world - making distribution simpler, smarter and more flexible.**In today’s dynamic and often fragmented travel landscape, we unite supply and demand through technology, data, and local expertise – giving our partners greater control, visibility, flexibility and choice.Hotels can manage content and pricing in real time, and travel buyers can connect simply to access global content to curate and book exceptional travel experiences.Backed by a global team, we deliver more than reach. We provide local expertise, service, and support that help the travel industry move forward – together.### What makes us stand out?* **We are a global travel intermediary, connecting hotels with travel buyers.*** We have **1900+ people** speaking **50+ languages** in **120+ cites** across **50+ countries*** We partner with over **500,000+ properties** in more than **38,000 bookable locations*** We work with more than **50,000** travel companies in **145 source markets*** We have an amazing Technology team focussed on delivering valuable outcomes using innovative tech**Find out a little about life at WebBeds...****We are WebBeds showreel****Learn more about the WebBeds business...****Visit us at webbeds.com****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, DMC’s, 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.