Strategic Client Operations & Escalations Lead

WebBeds America Inc; Orlando (FL); In loco; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Travel industry experience

Customer service experience

Analytical thinking

Project leadership

Communication skills

Pressure management

Strumenti

Excel

PowerPoint

Customer service platforms

Reporting tools

Operational dashboards

Descrizione del lavoro

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.