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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Operations Management within the travel industry, focusing on supplier products and customer experience excellence. Proven ability to manage multiple projects, develop strategies, and utilize data analytics for performance insights.
Highest-signal resume keywords
TMC/BT Operations ManagementGDS ExperienceIATA AccreditationCRM Applications KnowledgeBusiness Analytics
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations ManagementProject ManagementProcess DevelopmentData AnalyticsCustomer SupportSupplier ManagementTravel Systems ProficiencyPerformance InsightsMulti-System Support ToolingStrategic Execution
Soft Skills
Organizational SkillsRelationship BuildingCommunication SkillsIndependent WorkTeam Collaboration
Tools & Technologies
SalesforceZenDeskTravel SystemsThird-Party Supplier Platforms
Certifications & Qualifications
IATA AccreditationWWAFTVAIIBA2
Industry Keywords
Customer ExperienceContact DeflectionService ImprovementOperational SuccessGlobal Strategy
About the role
Key responsibilities & impact- Work with Operations leadership and product partners to identify and prioritize opportunities for contact deflection, efficient processing and customer experience excellence
- Own triage, impact assessment and prioritization of support product feedback for R&D teams
- Represent Service consultants and Operations agents in product-improvement prioritization
- Partner with change management to implement product roadmaps into operational success
- Prioritize service improvement opportunities using issue volume, user impact, revenue impact and other metrics
- Support program and project management, including acquisition onboarding, new supply processes and third-party support teams
- Act as a trusted partner to Service leadership and execute against defined objectives and plans
- Build long-term processes with project/task boards, team meetings and quarterly prioritization across IT, Data, Security, Finance, CS, Product and Service
- Manage processes with Operations Analysts and identify measurable improvement opportunities
- Transform multi-system support tooling into a one-view agent desktop (TX 2.0) and drive adoption and functionality
Requirements
What you’ll need- 7+ Years in TMC/BT Operations Management role covering all supplier products, including air, rail, car and hotel
- 5+ Years proven GDS experience to expert level
- IATA accreditation (WWAFT / VAII / BA2)
- Strong organizational skills to manage multiple concurrent projects with varied stakeholders
- Strong ability to clearly develop and document processes
- Ability to develop a strategy, communicate it clearly, and get buy-in and support to execute
- Ability to create and build relationships across varied teams, locations and time zones, internally and externally
- Ability to strategize and execute on a global scale while incorporating localized nuances
- Knowledge of CRM applications such as Salesforce and ZenDesk
- Customer-centric approach and commitment to customer support and engagement
- Business analytics and ability to use data analytics for performance and trend insights
- Technical proficiency with travel systems and third-party supplier platforms and tools
- Solid business acumen
- Ability to work independently and effectively as part of a team