Manager, Travel Experience

Leads a Mumbai-based remote team of Business Travel Consultants, overseeing performance, customer relationships, escalations, hiring, and service improvements. Requires five or more years of travel-industry and managerial contact-center experience, plus GDS expertise and strong communication skills.

About the job

Responsibilities

Lead, coach, train, and upskill a team of Business Travel Consultants.
Conduct regular 1:1 meetings and quarterly performance reviews; provide feedback and support career development.
Oversee operational performance, call queues, service-level agreements (SLAs), root cause analysis, corrective actions, and process improvements.
Manage the strategic service relationship with the dedicated customer's Travel Manager and Specialists.
Present performance statistics and collaborate on improvement plans and service enhancements.
Own customer escalations from start to finish and coach the team toward first-contact resolution.
Handle escalated chats and calls when needed.
Collaborate with support teams and management on customer requests, product enhancements, and service improvements.
Screen and interview new hires; contribute to and support new-hire training.
Manage employee travel-booking approvals and resignation conversations.
Organize team engagement activities for in-person and remote employees.

Requirements

At least 5 years of progressive leadership experience in a contact center or support environment, including at least 5 years at manager level.
At least 5 years of travel industry experience.
Deep knowledge of GDS platforms, including Sabre and/or Amadeus.
Strong customer-support, relationship-building, mentoring, and complex issue-resolution abilities.
Data-driven operational analysis and decision-making skills.
Excellent written and verbal communication, presentation, and facilitation skills.
Familiarity with CRM and contact-center applications.
Strong organizational and interpersonal skills; ability to work independently and collaboratively.
Flexibility to work non-traditional shifts as needed.
Bachelor's degree preferred.

Nice-to-haves

A reputation as a resolution-focused leader who champions change and exceeds expectations.
Experience proactively identifying and implementing process improvements.
Passion for developing others and fostering a solutions-oriented team culture.

Compensation

Compensation details were not provided.

Skills

Sabre, Amadeus, Gds, Salesforce, Twilio, Calabrio, Workday, Contact Centers, Customer Support, Root Cause Analysis, Service-Level Agreements, Performance Management, Career Development, Process Improvement, Data Analysis