Remote Travel Services Leader - Omni-Channel Support

Host Agency Reviews, LLC; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Opportunity to lead a growing team

Dynamic, customer-focused environment

Exposure to cutting-edge technology

Professional development and training

Flexible work schedule

Job summary

Client is seeking a Senior Manager, Travel Services to oversee a growing travel services organization within a fast-paced Enterprise Technology setting. Remote work available for US-based candidates, with compensation ranging from $100,000 to $120,000 per year.

The role focuses on building scalable processes, leading diverse teams of managers and Travel Experience Consultants, and partnering with Client Management to retain customers while driving satisfaction and improvements in operations.

Qualifications

• 5+ years of experience leading omni-channel contact centers
• Experience with Sabre and Amadeus, NDC, and TMC preferred
• Proven ability to develop and coach multiple teams
• Customer-centric mindset with high engagement focus
• Excellent organizational and communication skills

Responsibilities

• Lead and develop a diverse team of managers and Travel Experience Consultants
• Implement standardized operational processes to drive accountability
• Identify and deliver process improvements that support scalability
• Collaborate with Client Management to retain existing customers
• Ensure high customer satisfaction and Net Promoter scores
• Conduct regular 1:1 meetings and formal reviews to support team development
• Manage escalations and own customer issues through to resolution
• Develop processes for recovery from common service issues
• Share best practices to improve Customer Support quality and efficiency
• Monitor call queues and SLAs, and report on team performance
• Perform root cause analysis to support problem resolution
• Screen and interview new hires as the support organization scales
• Contribute to the new hire training program

Skills

Omni-channel leadership

Contact center management

Team development

Customer-centric mindset

Communication skills

Leadership guidance

Cross-functional collaboration

Tools

Sabre

Amadeus

NDC

TMC experience

Job description

Client is seeking a Senior Manager, Travel Services to oversee a growing travel services organization within a fast-paced Enterprise Technology setting. Remote work available for US-based candidates, with compensation ranging from $100,000 to $120,000 per year.

The role focuses on building scalable processes, leading diverse teams of managers and Travel Experience Consultants, and partnering with Client Management to retain customers while driving satisfaction and improvements in operations.