Operations Manager

tripactions; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

TripActions is seeking an Operations Manager in the United States to lead cross-functional initiatives across service and operations. You will partner with Product, IT, and Finance to drive process improvements, scale operations, and enhance the overall customer experience.

The role requires 7+ years in TMC/BT operations, strong GDS expertise, and IATA accreditation. You will manage multiple projects, document processes, and act as a trusted partner to senior leadership.

Qualifications

• 7+ years in TMC/BT operations management covering air, rail, car and hotel.
• 5+ years expert-level GDS experience.
• IATA accreditation (WWAFT / VAII / BA2) desired.
• Strong organizational skills to manage multiple projects with varied stakeholders.
• Ability to document processes clearly and concisely.
• Strategic thinking with buy-in and execution cross-functionally.
• Excellent communication and high emotional intelligence.
• CRM familiarity with Salesforce or Zendesk.
• Customer-centric, data-driven with real-time insights.

Responsibilities

• Identify and prioritize strategic opportunities to improve contact deflection and efficiency.
• Act as interface for product feedback to operational and service teams and triage impacts.
• Represent Service consultants and Operations agents to support product roadmaps in ops.
• Prioritize service improvements based on issue volume, users affected and revenue impact.
• Support onboarding of acquisitions and manage new supply processes with vendors.
• Partner with Service leadership and IT, Data, Security, Finance, CS, Product and Service.
• Transform multi-system tooling into a single agent desktop TX 2.0.

Skills

Operations management

Cross-functional collaboration

Data analysis

Project management

Strategic thinking

Customer focus

Communication

Process documentation

CRM familiarity

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 effec