Position Summary
The Operations Manager is responsible for overseeing day-to-day customer service functions within a travel-focused organization. This role ensures strong performance across support channels, effective team supervision, escalation management, and seamless coordination with internal departments to maintain high-quality service delivery.

Key Responsibilities

Customer Service Operations
* Manage daily customer support activity across phone, chat, and internal email systems.
* Ensure service-level agreements and response-time standards are consistently achieved.
* Handle and resolve escalated issues from travelers, partners, and suppliers.

Team Leadership & Training
* Lead weekly team meetings focused on updates, performance coaching, and ongoing training.
* Provide continuous guidance to support staff to maintain strong service standards and productivity.

Cross-Department Collaboration
* Maintain proactive communication with internal teams and industry partners.
* Support investigations related to chargebacks, account concerns, or security alerts.

Administrative & Reporting Duties
* Oversee bi-weekly payroll processing for customer service personnel.
* Track performance metrics such as volume trends, response times, and quality scores.
* Prepare operational reports and recommend process enhancements.

Qualifications

Required Qualifications
* 3-5 years of experience in customer service operations management.
* Proven experience supervising teams and driving performance outcomes.
* Strong verbal and written communication skills.
* Ability to manage escalations and make decisions under pressure.
* Proficiency with CRM platforms and ticketing systems.
* Excellent organizational and multitasking skills.
* Experience handling payroll.

Preferred Qualifications
* Background in the travel, hospitality, or related service industry.
* Familiarity with industry suppliers such as airlines, cruise lines, or tour operators.
* Knowledge of chargeback workflows and fraud-prevention practices.
* Experience interpreting service-level metrics and KPI reporting.

Skills & Competencies
* Team leadership and staff development
* Customer-focused problem solving
* Operational process improvement
* Effective communication with partners and stakeholders
* Conflict resolution and escalation management
* Strong analytical and detail-oriented mindset