Job description
Strategic Leadership & Service Transformation
- Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department’s structure and business goals.
- Act as a change agent, driving improvements in partner support models within a matrixed organizational environment.
- Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction.
- Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices.
Operational & Commercial Alignment
- Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards.
- Understand B2A partners’ pain points to implement improvements that balance customer needs with operational efficiency.
- Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity.
Stakeholder & Partner Engagement
- Maintain regular communication with B2A partners on operational matters, including deal processing and client management.
- Serve as the primary liaison between operational teams and B2A business stakeholders.
- Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met.
Team & Process Management
Work alongside Operational leaders to build team structures that effectively support the B2A business line.
Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.]
Support team leads in performance management, ensuring service teams meet expectations and quality standards.
Proven experience in service operations or customer experience leadership within the travel industry is required;
Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives;
Experience working in matrix or cross-functional environments is strongly preferred;
Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions;
Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools;
Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them;
Strong leadership skills with experience managing or influencing large teams;
Excellent communication and stakeholder management skills;
Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements;
High emotional intelligence; able to navigate ambiguity and resolve conflicts;
Strategic thinker with analytical mindset;
Resilient and adaptable in a fast-paced, constantly changing environment;
Collaborative team player with strong sense of accountability and attention to detail.
Flexible schedules and opportunity to work remotely;
Ambitious and supportive team who love what they do, appreciate each other, and grow together;
Internal programs for adaptation and training, development of soft skills, and leadership abilities;
Partial compensation for participating in external training and conferences;
Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world;
Corporate prices on hotels and travel services;
MyTime Day Off - an extra non-working day without loss of compensation.
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