Operations Manager

🕒 2 days ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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The Travel Corporation

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1920

✈️ Travel

🏨 Hospitality

👥 B2C

Travel • Hospitality • B2C

The Travel Corporation is a global travel and hospitality group that creates and operates a portfolio of guided-tour, sightseeing, adventure, and tailor-made travel brands and destination management companies. The company emphasizes immersive, sustainable travel experiences (branded “MAKE TRAVEL MATTER®”), operates destination management companies (DMCs), runs the TreadRight Foundation, and has public sustainability commitments including SBTi-validated net-zero targets. The site copy highlights group travel, specialty travel styles, loyalty programs, and a long heritage (“Driven by Service since 1920”).

📋 Description

• Lead, scale and optimize core customer operations, including Air Services, Retention, Tier 2 Support and Application Support • Turn customer success strategy into effective daily operations across a distributed global workforce • Work with regional leaders, onshore teams and BPO partners to improve customer journeys, service quality, retention, revenue growth and operational efficiency • Coach and develop managers and supervisors • Translate strategy into goals, performance expectations and daily operational priorities • Evaluate workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes • Create and maintain scalable standard operating procedures supporting consistency, compliance and service quality • Use AI, automation and workflow improvements to strengthen operational effectiveness • Analyze customer success and operational metrics including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce and Genesys Cloud data • Lead root-cause analysis and implement preventative solutions and corrective action plans • Manage critical customer escalations, operational disruptions and high-value account issues • Partner with Contact Center, IT, Sales, Product, Operations and BPO teams on policy, process and technology improvements • Lead operational projects such as CRM and telephony upgrades, workflow automation and seasonal peak preparation

🎯 Requirements

• At least five years of progressive leadership experience in Customer Success, Contact Center or Customer Support Operations • Experience leading managers or supervisors within complex, distributed or global operations • Ability to audit workflows, develop scalable SOPs and use root-cause analysis to resolve systemic operational issues • Understanding of customer support and commercial performance metrics, with ability to turn complex data into clear recommendations • Experience delivering operational initiatives involving AI, workflow automation or process optimization • Proficiency with Microsoft Office, including advanced Excel skills • Comfortable using reporting and visualization tools such as Power BI or Tableau • Experience with modern CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including telephony workflows and queue management • Bachelor's degree in Business Administration, Operations Management or a related field, or equivalent practical leadership experience

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