Manager, Travel Experience

Accountabilities:

• • Lead, coach, and develop a team of Business Travel Consultants, helping team members build the skills and behaviors required to consistently deliver an exceptional customer experience.
  • Conduct regular one-to-one meetings, performance reviews, and career-development conversations, providing clear expectations, actionable feedback, and ongoing support.
  • Oversee day-to-day operational performance, including call queues, service-level agreements (SLAs), productivity, and service-quality metrics.
  • Analyze recurring service issues, identify root causes, and implement sustainable corrective actions and process improvements.
  • Build and maintain strong relationships with the dedicated customer's Travel Manager and Specialists through regular business reviews, performance discussions, and improvement planning.
  • Own customer escalations from initial identification through resolution, while coaching the team to proactively address traveler needs and maximize first-contact resolution.
  • Step in to personally manage complex or escalated calls and chats when necessary to ensure timely, high-quality outcomes.
  • Collaborate with internal support teams and leadership to prioritize customer requests, improve services, and communicate corrective actions and enhancements effectively.
  • Support talent acquisition by screening and interviewing candidates, contributing to new-hire training, and helping ensure effective onboarding.
  • Manage administrative responsibilities, including employee travel-booking approvals and respectful resignation conversations, capturing insights that can inform organizational improvements.
  • Foster an inclusive, collaborative, and high-performing team culture through engagement initiatives across both remote and in-person settings.

  Requirements:

  • At least 5 years of progressive leadership experience in a contact center, customer support, or similar operational environment, including significant experience managing teams.
  • At least 5 years of experience within the travel industry, with strong working knowledge of GDS platforms such as Sabre and/or Amadeus.
  • Demonstrated success leading customer-focused teams and resolving complex customer or traveler issues in high-service environments.
  • Strong people-management skills, including coaching, mentoring, motivation, performance management, and career development.
  • Proven ability to build trusted relationships with customers and internal stakeholders and to operate effectively in a fast-growing organization.
  • Strong analytical and problem-solving capabilities, with the ability to use operational data and performance metrics to identify issues and guide decisions.
  • Excellent written and verbal communication skills, with confidence in presentations, facilitation, and customer-facing discussions.
  • Familiarity with CRM and contact-center technologies such as Salesforce, Twilio, Calabrio, Workday, or comparable platforms.
  • Strong organizational and interpersonal skills, with the ability to work independently while collaborating effectively across teams.
  • Flexibility to work non-traditional shifts when business or customer requirements call for it.
  • A bachelor's degree is preferred.
  • A resolution-focused, proactive mindset with a demonstrated ability to champion change, implement process improvements, exceed expectations, and develop others.

  Benefits:

  • Remote working opportunity for candidates based in Mumbai.
  • Comprehensive, locally tailored healthcare, insurance, and wellness benefits for employees and their families.
  • Flexible time off and country-specific holidays to support work-life balance.
  • Paid parental leave for new parents.
  • Retirement savings programs and opportunities to participate in equity plans, where applicable.
  • Mental health and well-being resources.
  • Connectivity and commuting support in eligible locations.
  • Travel-related employee perks.
  • Opportunities for professional growth, leadership development, and career progression within a high-performance environment.
  • The opportunity to lead a customer-facing travel team and influence service quality, operational performance, and customer relationships at scale.