Operations Manager

Warmada; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Warmada is seeking an Operations Manager to drive end-to-end operations improvements across travel supplier products and services. You will partner with Operations leadership and product teams to prioritize initiatives that enhance customer experience, efficiency, and throughput.

The role requires strong analytical skills, excellent communication, and the ability to manage multiple stakeholders across locations and time zones.

Qualifications

• 7+ years in TMC/BT operations management across air, rail, car and hotel.
• 5+ years of expert level GDS experience.
• IATA accreditation (WWAFT / VAII / BA2).
• Strong ability to manage multiple concurrent projects with varied stakeholders.
• Excellent communication skills and high emotional intelligence.
• Knowledge of Salesforce and Zendesk CRM tools.

Responsibilities

• Identify and prioritize opportunities to improve contact deflection and processing efficiency.
• Triage, assess impact, and prioritize product feedback for R&D teams.
• Support product teams with regular prioritization and roadmap execution.
• Lead onboarding of acquisitions and manage new supply processes.
• Develop long-term processes with cross-functional teams (IT, Data, Security, Finance, CS, Product, Service).
• Transform multi-system tooling into a unified agent desktop (TX 2.0) and drive high adoption.

Skills

TMC operations

GDS expertise

Process documentation

Stakeholder management

Strategic planning

Communication skills

Analytical thinking

Independent work

Education

IATA accreditation

Tools

Salesforce

Zendesk

Job description

The Operations team works at the intersection of the most important issues facing the Global Operations & Service team. The Operations team works closely with senior leadership and cross functionally shaping and driving strategic, operational, and organizational improvements across the team such as:

Alignment to Global Service strategy and implementation of change, which embraces localisation

Being the critical interface with R&D (product, engineering) to ensure tech approach to self-serve and post booking travel support experience.

Collaboration with front, mid, back office teams to drive the true TMC experience for customers

Driving customer insights to deliver improvements in quality, learning and product roadmap

Ownership of agent tooling to establish a world class consultant and customer experience.

Consultant and Agent advocate and champion

Reporting to the Senior Operations Manager, the Operations Manager thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.

What You’ll Do:

In the Operations Manager role, you’ll work directly with Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.

Being the critical interface for the support product feedback received by the operational and service teams, owning the process of triaging, impact assessment and prioritisation towards our R&D teams (product, engineering)

You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population.

You will use sound logic to select and prioritize service improvement opportunities based on issue volume, users impacted, revenue impact, and other relevant metrics.

Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams.

Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized

Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service.

Working with our Operations Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised.

Transforming our multi-system support tooling into a one view agent desktop (TX 2.0) and organizing high adoption and functionality of the tool.

What We’re Looking For:

• 7+ Years in TMC/BT Operations Management role covering all supplier products i.e air, rail, car and hotel
• 5+ Years proven GDS experience to expert level
• IATA accreditation (WWAFT / VAII / BA2)
• Strong organizational skills to manage multiple concurrent projects with varied stakeholders
• Strong ability to clearly develop and document processes
• Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
• Excellent communication skills and strong emotional intelligence
• Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
• Ability to strategize and execute on a global scale, whilst incorporating localised nuances
• Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
• Prioritization legend, understand when and how to say no, or later
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
• Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions.
• Ability to work independently and effectively as part of a team
• Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into performance and trends
• Results driven and proactive with ability to own and execute area of responsibility with excellence
• Technically proficient with travel systems and third party supplier platforms and tools.
• Demonstrated ability to make effective use of available resources to complete tasks to agreed timelines
• Leading by example at all times
• Solid business acumen

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