The Director of Operations & Customer Service Americas will be responsible for leading the operational performance and customer service strategy across the Americas region for Accommodation, Transfers, and Excursions. The role focuses on ensuring operational efficiency, service excellence, profitability, and a seamless customer experience while managing a small operational team and collaborating closely with Commercial, Contracting, Product, and Finance departments.
This position combines strategic leadership with hands-on operational oversight, requiring strong expertise in tourism operations, customer service management, financial analysis, supplier relationships, and process optimization. The successful candidate will play a key role in driving continuous improvement initiatives, mitigating operational risks, enhancing customer satisfaction, and supporting the company's growth objectives across the region.
This position will ensure the profitability and operational efficiency of the Americas business across the three distributed products (Accommodation, Excursions, and Transfers) through strategic supplier management, operational oversight, and continuous improvement of the customer experience throughout the travel journey.
Strategic Responsibilities
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Ensure compliance with service standards, response times, follow-up processes, and customer attention requirements.
- Lead continuous improvement and operational efficiency initiatives across destinations.
- Monitor and optimize product portfolio performance.
- Participate in strategic meetings with Commercial, Contracting, Product, and Finance teams.
- Forecast operational capacity versus demand to prevent service bottlenecks and operational saturation.
- Manage operational and reputational risks through strategic and tactical decision-making.
Operational Responsibilities
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Approve and manage critical operational incidents and escalations.
- Ensure timely, accurate, and effective communication between operational and sales teams.
- Support service recovery actions and customer satisfaction initiatives.
- Drive operational best practices and performance consistency across the region.
