Senior Manager, Travel Services

For our client, we are seeking a Senior Manager, Travel Services to join the team of a leader in the Enterprise Technology space. This role will oversee a growing travel services organization and drive the day-to-day effectiveness of a customer-facing support operation. The ideal candidate will bring strong leadership experience in omni-channel contact center environments, with a focus on scalable processes, team development, and service excellence. You will partner closely with Client Management and internal support teams to improve customer outcomes, strengthen retention, and maintain high satisfaction in a fast-paced technology setting. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $100,000 – $120,000 annually Responsibilities Lead and develop a diverse team of managers and Travel Experience Consultants Implement standardized operational processes to drive accountability Identify and deliver process improvements that support scalability Collaborate with Client Management to retain existing customers Ensure high customer satisfaction and Net Promoter scores Conduct regular 1:1 meetings and formal reviews to support team development Manage escalations and own customer issues through to resolution Develop processes for recovery from common service issues Share best practices to improve Customer Support quality and efficiency Monitor call queues and SLAs, and report on team performance Perform root cause analysis to support problem resolution Screen and interview new hires as the support organization scales Contribute to the new hire training program Qualifications 5+ years of experience in omni-channel contact center or support leadership, including management of multiple teams 5+ years of experience with Sabre and/or Amadeus, NDC, and TMC experience preferred Strong commitment to maintaining culture and engagement Customer-centric mindset with a focus on high customer engagement Proven ability to build relationships and motivate teams Excellent organizational, interpersonal, and communication skills Experience using AI for business analytics and operational strategies Benefits Opportunity to lead and shape a growing team Work in a dynamic, customer-focused environment Exposure to cutting-edge technology and processes Professional development through mentorship and training Flexible work schedule with potential for non-traditional shifts Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.