Strategic Operational Account Lead – 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

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