Partner Operations Manager

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 organisational 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 Partner 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

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 organisational 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 Partner 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 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 organisational 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 strategise and execute on a global scale, whilst incorporating localised nuances
• Creative, solutions-driven person who acts independently whilst keeping your team(s) aligned
• Prioritisation 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 effective use of available resources to complete tasks to agreed timelines
• Leading by example at all times
• Solid business acumen
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