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Manager, Global Partner Operations
Pursuit Collection. Lead, mentor, and manage the global partner operations team .
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead, mentor, and manage the global partner operations team
- Develop and implement training programs with the Global Support Manager
- Monitor team performance and provide feedback, coaching, and support
- Oversee daily handling of inbound calls, emails, and bookings
- Ensure accurate payment processing, reservation modifications, and cancellations
- Manage and optimize reservation systems and tools
- Collaborate with Revenue Management and Sales to optimize partner opportunities and revenue
- Monitor KPIs and report performance to senior management
- Maintain relationships with tour operators and corporate clients
- Resolve escalated partner inquiries and complaints
- Analyze partner feedback and improve service delivery
- Coordinate with Sales, Revenue Maximization, Operations, Product Operations, and leadership teams
- Prepare reports on reservation activity, team performance, and partner satisfaction
- Analyze data and make data-driven process recommendations
- Lead workforce management and departmental budgeting, including staffing forecasts, scheduling, and resource allocation
- Travel occasionally to other locations as required
Requirements
What you’ll need- 3+ years of experience in reservations management, preferably in the travel, tourism, or hospitality industry
- Proven leadership and team management experience
- Strong understanding of reservation and ticketing systems and CRM tools
- Opera Cloud and Ventratra experience considered an asset
- Ability to work independently and manage a remote team
- Strong analytical and problem-solving abilities
- Ability to travel within the region as needed
- Valid passport to travel
- Strong written and verbal communication skills in English
- Proficiency in a second language is an asset
- Guest- and partner-focused mindset with commitment to service excellence
- Comfortable learning new systems and troubleshooting technical issues
- Professionalism, flexibility, and service-first approach in a fast-paced, dynamic, seasonal environment
- Driver's license
Benefits
Comp & perks- Free access to Pursuit attractions
- 50% off for friends at Pursuit attractions
- Discounts on hotel stays, dining, and retail
- Subsidized mental health and wellness resources
- Inclusive, global team environment
- Flexible working hours