Travel Operations Manager – US Customer Service

Location: Gurugram

Must have: 4-13 years of experience in Travel Operations

Role Summary

• Manage end-to-end US travel customer service operations and ensure SLA, quality, and customer satisfaction targets are met.
• Lead, coach, and develop Team Leaders and Customer Service Associates to drive performance.
• Handle customer escalations and ensure timely resolution of travel-related issues.
• Monitor key metrics such as CSAT, Quality, Productivity, and Service Levels.
• Drive process improvements and collaborate with stakeholders to enhance operational efficiency.
• Ensure compliance with client requirements and company policies.

Preferred Experience: 5+ years of experience in Travel Operations/US Customer Service within a BPO or contact center environment.