Operational Account Manager - North America

Web Travel Group•Orlando, FL

2d•Onsite

About The Position

As an Operational Account Manager for our North America region, you will be a key point of contact for strategic customers and business-critical operational issues. Acting as the voice of the customer within Customer Service, you will ensure customer concerns, operational risks and service challenges are clearly understood, communicated and appropriately escalated across the business. The role holder will manage a portfolio of assigned customers, take ownership of complex operational escalations and ensure actions are effectively coordinated, tracked and communicated through to resolution. Success in this role relies on strong operational knowledge, sound judgement and the ability to navigate complex situations involving multiple stakeholders and competing priorities. You will work closely with Customer Service, Commercial, Supply and Technology teams, maintaining visibility of customer-impacting issues, advocating for customer needs. In addition, the role plays an important part in identifying operational trends, producing service performance reporting, supporting service reviews and driving continuous improvement initiatives that enhance the overall customer experience. This role is ideally suited to candidates with strong Customer Service or Operations experience who are comfortable managing escalations, analysing data, presenting operational insights and working within fast-paced service environments.

Requirements

Extensive travel industry experience working within Operations, Customer Service, Customer Success, and/or Commercial teams.
Proven ability to manage complex customer relationships and escalations.
Strong analytical and problem-solving capabilities with the ability to interpret data and identify trends.
Experience presenting operational performance to both internal and external stakeholders.
Experience leading projects, process improvements or continuous improvement initiatives.
Excellent communication and presentation skills.
Ability to work under pressure and manage multiple priorities.
Advanced Microsoft Office skills, particularly Excel and PowerPoint.

Nice To Haves

Experience with customer service platforms, reporting tools and operational dashboards is highly desirable.
People management experience is desirable.

Responsibilities

Act as the primary operational point of contact for assigned customers, maintaining oversight of customer issues, escalations and service-related matters.
Own and coordinate operational escalations for assigned accounts and critical business situations, ensuring actions are tracked, documented, followed up and communicated through to resolution.
Act as the voice of the customer within Customer Service, ensuring customer concerns, operational challenges and service impacts are understood and appropriately communicated across the business.
Investigate customer issues and identify root causes, working with internal stakeholders to support effective resolution and highlight opportunities for service improvement.
Maintain accurate records of escalations, actions, decisions and customer impacts, ensuring all activity is appropriately documented within company systems.
Analyse operational trends, escalation themes and customer feedback, identifying recurring issues, operational risks and opportunities to improve the customer experience.
Produce and present regular service reviews, operational reporting and customer updates, providing meaningful insights, observations and recommendations to internal and external stakeholders.
Develop and maintain customer operational documentation, including customer-specific processes, requirements, risks and escalation pathways.
Support continuous improvement initiatives by providing customer insight, operational feedback and reporting that helps inform business decisions and service enhancements.
Build strong working relationships across Customer Service, Commercial, Supply and Technology teams, helping ensure customer-impacting issues receive appropriate visibility, ownership and follow-up