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About the Role
TripArc is launching new direct-to-consumer luxury travel services and is seeking a Senior Director, Travel Operations & Customer Experience to own post-sale customer care, servicing, fulfillment, and assisted trip design. This foundational leadership role reports to the SVP, Platform & Technology and will be instrumental in ensuring a flawless customer journey.
Responsibilities
- Own round-the-clock service coverage, service levels, and cost per contact across all channels and travel verticals.
- Design the tiered service model and routing logic, defining responsibilities for BPO partners and in-house teams.
- Manage BPO partners through QA audits, calibration sessions, and performance reviews.
- Build and maintain SLA and quality dashboards, reporting performance and gaps to leadership.
- Own dedicated monitoring, playbooks, and rebooking authority for air travel disruptions and irregular operations.
- Ensure fulfillment integrity, including pre-ticketing fare and rule audits.
- Serve as the internal escalation point for complex GDS, supplier, and itinerary issues.
- Maintain fluency in Sabre GDS, supplier programs, and consortia rate programs.
- Drive contact deflection through partnerships with Product on self-service, AI-assist, and proactive notifications.
- Partner with Engineering on observability signals to trigger automatic remediation or early alerts.
- Define and own the roadmap for automated issue resolution with the Product team.
- Hire, train, and manage in-house tier-2/3 capability, including senior travel consultants.
- Translate luxury service standards into auditable procedures for BPO and in-house teams.
- Develop staffing plans for 24/7 coverage and ensure a named deputy for critical functions.
- Own the supplier escalation path for issues where the supplier is at fault.
- Represent the customer in product and engineering planning, using SLA and NPS data.
- Build advisory capabilities and partner with Trip Design on assisted, high-touch servicing.
- Report NPS, CSAT, and SLA trends to executive leadership with actionable recommendations.
Requirements
- 5+ years in customer experience, travel operations, or support leadership, with at least 3+ years in a senior role owning a 24/7, multi-channel service organization.
- Hands-on experience with a Global Distribution System (GDS), ideally Sabre, including PNR management, ticketing, exchanges/refunds, and schedule-change handling.
- Working knowledge of other travel supplier systems and portals, including hotel supplier extranets, luxury consortia/rate programs, and activity or ground supplier platforms.
- Proven experience designing, measuring, and enforcing SLAs across a round-the-clock, multi-channel support operation.
- Direct experience selecting, contracting, and governing an outsourced or offshore BPO / shared-service partner.
- Familiarity with CCaaS/support tooling and QA/call-monitoring practices.
- Comfortable partnering with engineering on observability and automation concepts.
- Strong analytical skills, including the ability to build and interpret SLA, CSAT, and NPS reporting and drive root-cause analysis.
- Excellent written and verbal communication skills.
- Bachelor’s degree or equivalent practical experience.
Skills
- Customer Experience
- Travel Operations
- Support Leadership
- 24/7 Service Management
- Multi-channel Support
- Global Distribution System (GDS)
- Sabre GDS
- PNR Management
- Ticketing
- Exchanges/Refunds
- Schedule Change Handling
- Supplier Systems
- Hotel Supplier Extranets
- Luxury Consortia/Rate Programs
- Activity/Ground Supplier Platforms
- Service Level Agreements (SLAs)
- CCaaS/Support Tooling
- QA/Call Monitoring
- Observability
- Automation
- AI-Assisted Triage
- Analytical Skills
- Reporting
- Root Cause Analysis
- Written Communication
- Verbal Communication
Location
- Downtown Toronto
Work Type
- Hybrid
Experience Level
- Senior
- Director
Education Level
- Bachelor's degree or equivalent practical experience
Salary/Compensations
- CAD 150,000 to 175,000
Benefits
- Competitive compensation package
- Strong pay-for-performance rewards approach
- Opportunity to participate in incentive programs
- Compensation tied to business and individual performance
About the Company
- TripArc builds and operates the technology platform powering North American travel agencies and advisor networks.
- Launching new direct-to-consumer luxury services.
- Sister brand Kensington Tours delivers a high standard of service with over 80 NPS.
Equal Opportunity
- We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.