Senior 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 organizational 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 and 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 consultant tooling to establish a world class consultant and customer experience.
• Consultant and Customer advocate and champion - Stay connected to the service delivery floor and keep up with industry and company changes to make sure consultants and customers are supported proactively.

Reporting to the Global Operations Director, The Senior 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.

• In the Senior Operations Manager role, you’ll work directly with Service & Operations leadership and product partners on strategic identification and prioritization of opportunities that will ensure we achieve our aims of contact deflection, efficient processing and customer experience excellence.
• You will be representing the Service team of consultants along with the Operational team of agents to support the product teams with regular Product improvement prioritization and working with the change management team to implement confirmed product roadmaps into operational success amongst our consultant population.
• Leverage data and sound logic to identify, prioritize, and drive service improvement opportunities, using factors such as issue volume, user impact, revenue implications, and other key metrics.
• Program as well as project management will form a key part of the role and this may include; supporting with the onboarding of acquisitions, managing new supply processes related to our inventory sources or working with third party support teams.
• Acting as a trusted partner for the Service leadership team. Being successful in the role you manage, analyze, understand and deliver according to well defined objectives and executing according to a well defined plan. The role requires to be hyper focussed on delivering the key responsibilities, further developments are clearly planned and prioritized
• Build a long term process which includes project and task boards, monthly team meetings, quarterly prioritization with IT, Data, Security, Finance, CS, Product and Service. 
• Working with our Operations Managers and Analysts you will manage processes, identifying measurable improvement opportunities as well as understanding the success of any new processes which have been operationalised. 
• Own and maintain agent tools, driving enhancements that improve consultant experience and efficiency.

• 7+ Years in TMC/BT Operations Management role
• 5+ Years of demonstrated experience building, leading, and retaining operational teams consisting of ICs and people managers
• 5+ Years proven GDS experience to expert level
• IATA accreditation (WWAFT / VAII / BA2) 
• Ability to coach, mentor, and lead their team members to achieve successful outcomes and may become actively involved, as required, to resolve issues
• Able to manage outsourced site operations and vendor relationships
• Owns part of a global, cross-functional team and is capable of working with all levels
• Capable of executing and delivering complex operational and technical projects involving multiple stakeholders with minimal guidance and a high degree of ambiguity
• Demonstrates a strong understanding of product strategy and key requirements for scaling products and operations through partnerships with a “users first” mentality
• Demonstrated history of collaborative leadership across multiple teams to produce end to end results for partners and users
• Expert negotiator capable of developing creative solutions to problems or barriers in line with organizational objectives
• Savvy and clear communicator, story teller, and presenter to both technical and non-technical audiences
• Outstanding analytic prowess to drive operational data analytics strategy
• Involved in developing, modifying and executing policies and processes that affect immediate operations and may also have organization-wide effect
• Can change the thinking of or gain buy-in from others in sensitive situations
• Regularly interacts with leadership on matters concerning several functional areas, divisions, and/or customers