Customer Service Manager — Corporate Travel

Blackbird Recruiting • Brooklyn, NY

1d

About The Position

The Customer Service Manager will run the booking operation for an established corporate travel management company in Brooklyn, New York. The role leads a team of approximately 30 booking agents based in the Philippines and oversees the process from a traveler’s request through to a confirmed itinerary, with a focus on speed, accuracy, and follow-through.

The manager is responsible for daily service delivery, team performance, escalations, client travel-policy compliance, service metrics, and the development of consistent procedures, training, and quality assurance. The position partners with account management to identify service trends and resolve recurring client issues.

Requirements

• At least 3 years managing a customer service, operations, or booking team, including people-management responsibility.
• Experience leading remote or offshore teams across time zones.
• A track record of managing a team against service metrics, including response time, accuracy, quality assurance, and service-level agreements.
• Calm under pressure, with sound judgment when handling escalations.
• Clear, direct communication skills and the ability to hold people accountable.

Nice To Haves

• Experience in corporate travel, travel management companies, airlines, or hospitality.
• Familiarity with GDS platforms such as Sabre, Amadeus, or Travelport.
• Experience managing Philippines-based or business-process-outsourcing teams.
• Background with ticketing, workforce management, or quality assurance tools.

Responsibilities

• Oversee daily travel requests, ensuring bookings, changes, and cancellations are handled promptly and accurately.
• Manage the approximately 30-person booking team in the Philippines, including workloads, coverage, training, and performance.
• Personally handle escalations and complex traveler issues requiring senior-level support.
• Ensure agents follow each client’s travel policy, traveler preferences, and service standards.
• Monitor response times, booking accuracy, follow-through, and service quality, and take action based on the metrics.
• Build and improve standard operating procedures, training, and quality assurance to maintain consistent service as the business grows.
• Partner with account management to identify service trends and resolve recurring client issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed