Manager - Customer Experience & Operations - Travel Service

- Travel Service Excellence: Oversee premium travel planning, recommendations, bookings, and fulfillment for customer requests; monitor live missions for smooth execution and timely escalation handling.

- Operations Management: Lead and coach Team Leads and Captains specializing in travel; optimize assignment, resolution speed, and captain productivity on travel tickets.

- Process Innovation: Develop and refine SOPs specific to travel fulfillment, ticketing, cancellations, changes, and emergency requests; ensure operational consistency and compliance.

- Tech Collaboration: Work with engineering and product teams to enable AI-driven travel workflows, enhance intelligent itinerary building, and automate routine reservations.

- Workforce Planning: Hire, train, and schedule adequate staff with travel expertise, ensuring seamless coverage across service hours-including weekends on a rotational basis.

- Quality and Performance: Use operational and customer data to spot trends, identify bottlenecks, drive service improvements, and maintain elevated customer satisfaction throughout the travel experience.