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About the Role
We are looking for an Operations Manager, Customer Success to lead, scale and optimize core customer operations, including Air Services, Retention, Tier 2 Support and Application Support. This role involves turning strategy into effective daily operations across a distributed global workforce, improving customer journeys, strengthening service quality, and driving retention, revenue growth, and operational efficiency. It is a hands-on leadership role for someone who can combine people management, data analysis, and process improvement to help teams navigate complex challenges, resolve critical escalations, and deliver scalable solutions.
Responsibilities
- Coach and develop managers and supervisors across Air Services, Retention, Tier 2 Support and Application Support.
- Translate customer success strategy into clear goals, performance expectations, and daily operational priorities.
- Evaluate customer workflows, save strategies, and support processes to identify inefficiencies, reduce costs, and improve outcomes.
- Create and maintain scalable standard operating procedures that support consistency, compliance, and service quality.
- Use AI, automation, and workflow improvements to simplify processes and strengthen operational effectiveness.
- Analyze customer success and operational metrics, including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce, and Genesys Cloud data.
- Lead root-cause analysis for recurring system, process, and performance issues, implementing preventative solutions and corrective action plans.
- Manage critical customer escalations, operational disruptions, and high-value account issues while protecting the customer relationship and brand.
- Partner with Contact Center, IT, Sales, Product, Operations, and BPO teams to deliver policy, process, and technology improvements.
- Lead operational projects such as CRM and telephony upgrades, workflow automation, and seasonal peak preparation.
Requirements
- At least five years of progressive leadership experience in Customer Success, Contact Center, or Customer Support Operations.
- Experience leading managers or supervisors within complex, distributed, or global operations.
- Ability to audit workflows, develop scalable SOPs, and use root-cause analysis to resolve systemic operational issues.
- Understanding of customer support and commercial performance metrics, with the ability to turn complex data into clear recommendations.
- Experience delivering operational initiatives involving AI, workflow automation, or process optimization.
- Proficiency with Microsoft Office, including advanced Excel skills.
- Comfort using reporting and visualization tools such as Power BI or Tableau.
- Experience with modern CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including telephony workflows and queue management.
Skills
- People management
- Data analysis
- Process improvement
- AI
- Automation
- Workflow improvements
- Microsoft Office
- Advanced Excel
- Power BI
- Tableau
- CCaaS platforms
- CRM platforms
- Genesys Cloud
- Salesforce
- Telephony workflows
- Queue management
Experience Level
- Five years of progressive leadership experience
Education Level
- Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical leadership experience.
About the Company
- At TTC, we are enriching lives by connecting people and places.
- For over 100 years, we have been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections.
- Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing and change perspectives.
- Our Values: Value Every Voice: We put people first. Act with Integrity: We do the right thing. Explore Beyond Boundaries: We are driven by curiosity. Own the Outcome: We take responsibility for our decisions. Succeed Together: We have each other's backs.