Senior Manager, Travel Services

As the Senior Manager, Travel Services, you will provide strategic leadership and operational oversight for multiple Travel Experience teams. This role focuses on optimizing our global operations, ensuring the teams deliver on our core promise of excellence, and driving key business outcomes. You will lead a group of managers and be responsible for the overall health and performance of the travel service organization.

Your mission is to balance operational efficiency with service quality, steering our teams to meet and exceed ambitious KPIs while fostering a culture of continuous improvement and professional development.

**What You'll Do**
- **Strategic & Operational Leadership**: Formulate and execute strategic and operational objectives for the entire Travel Experience group. You will ensure all operational processes are cost-effective, compliant, and aligned with company-wide goals.
- **Team Management & Development**: Lead and mentor a team of Managers, providing them with the guidance, coaching, and support necessary to develop their teams and achieve business results. You are directly responsible for the performance and professional growth of your direct reports.
- **Performance & KPI Accountability**: Own the overall KPIs for the Travel Experience organization, including customer satisfaction, efficiency metrics, and service quality. You will perform regular quality controls and analysis to identify trends and implement corrective actions.
- **Process Improvement & Change Management**: Drive operational excellence by improving systems, processes, and best practices. You will lead significant change management initiatives to enhance the quality and efficiency of customer service and scale operations to meet business demands.
- **Data-Driven Decision Making**: Utilize business analytics to provide a data-driven approach to operational challenges and strategies. You will analyze performance data to identify root causes of issues and develop permanent solutions.
- **Stakeholder Collaboration**: Work closely with cross-functional leadership, including Product, Engineering, and Sales, to ensure operational capabilities support company-wide initiatives and new service offerings.

**What We're Looking For**
- **Experience**: A minimum of 10 years of professional experience, with at least 5 years in a senior leadership role managing a team of managers.
- **Leadership Skills**: A track record of developing and motivating multi-layered teams. You should have a clear understanding of the challenges facing a fast-growing, global company and the ability to inspire a culture of excellence.
- **Analytical Abilities**: Exceptional data-driven mindset with the ability to analyze complex data sets to drive strategic decisions and improve performance.
- **Communication & Influence**: Outstanding verbal, written, and presentation skills. You must be comfortable influencing stakeholders at all levels, from frontline employees to executive leadership.
- **Organizational & Project Management**: Superior organizational skills and a proven ability to manage complex projects from conception to completion. A PMP certification is a strong advantage.
- **Education**: An MBA or Master's degree from a reputed university is preferred.
- **What Sets You Apart**:

- A strategic thinker who can translate high-level business objectives into clear, executable operational plans.
- A proven change agent with a history of successfully leading large-scale transformations and implementing new processes.
- A reputation for building and leading high-performing teams that consistently exceed operational and customer satisfaction goals.