Manager, Travel Experience
On-site · Bengaluru, Karnataka, India
Job Summary
Lead and develop a high-performing team of Travel Consultants to deliver best-in-class customer experiences for dedicated customers. Own performance management, coaching, and ongoing development; oversee operational metrics (ACD, SLAs) and drive root-cause analysis to implement permanent improvements. Act as the primary liaison for the dedicated Travel Manager, presenting performance statistics and collaborating on service enhancements. Own escalation management, guide the team to resolve traveler inquiries, and provide hands-on support as needed. Collaborate with cross-functional teams to prioritize product and service improvements, participate in talent acquisition and onboarding, and manage administrative tasks related to employee travel bookings. Foster an engaging, customer-focused culture with the ability to work non-traditional shifts. Requires 5+ years leadership in a contact center, 5+ years in travel, GDS expertise (Sabre/Amadeus), CRM/CC applications (Salesforce, Twilio, Calabrio, WorkDay), and a Bachelor's degree (preferred).
Required Qualifications
- 5+ years progressive leadership experience in a contact center or support environment
- 5+ years experience in the travel industry
- deep knowledge of GDS platforms (Sabre and/or Amadeus)
- familiarity with CRM applications (Salesforce, Twilio) and contact center applications (Calabrio, WorkDay)
- Bachelor's degree preferred
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