Operations Manager - Remote

The Travel Corporation

6d•Remote

About The Position

TTC is seeking an Operations Manager, Customer Success to lead, scale and optimize core customer operations, including Air Services, Retention, Tier 2 Support and Application Support. Reporting to the Director of Customer Success, the role translates strategy into effective daily operations across a distributed global workforce. It partners with regional leaders, onshore teams and BPO partners to improve customer journeys, service quality, retention, revenue growth and operational efficiency. This is a hands-on leadership role combining people management, data analysis and process improvement. The manager supports teams through complex challenges and critical escalations, and delivers scalable solutions that promote long-term operational stability.

Requirements

At least five years of progressive leadership experience in Customer Success, Contact Center or Customer Support Operations.
Experience leading managers or supervisors within complex, distributed or global operations.
Ability to audit workflows, develop scalable SOPs and use root-cause analysis to resolve systemic operational issues.
Understanding of customer support and commercial performance metrics, with the ability to turn complex data into clear recommendations.
Experience delivering operational initiatives involving AI, workflow automation or process optimization.
Proficiency with Microsoft Office, including advanced Excel skills, and familiarity with reporting and visualization tools such as Power BI or Tableau.
Experience with modern CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including telephony workflows and queue management.
Bachelor's degree in Business Administration, Operations Management or a related field, or equivalent practical leadership experience.

Responsibilities

Coach and develop managers and supervisors across Air Services, Retention, Tier 2 Support and Application Support.
Translate customer success strategy into clear goals, performance expectations and daily operational priorities.
Evaluate customer workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes.
Create and maintain scalable standard operating procedures that support consistency, compliance and service quality.
Use AI, automation and workflow improvements to simplify processes and strengthen operational effectiveness.
Analyze customer success and operational metrics, including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce and Genesys Cloud data.
Lead root-cause analysis for recurring system, process and performance issues, implementing preventative solutions and corrective action plans.
Manage critical customer escalations, operational disruptions and high-value account issues while protecting customer relationships and the brand.
Partner with Contact Center, IT, Sales, Product, Operations and BPO teams to deliver policy, process and technology improvements.
Lead operational projects such as CRM and telephony upgrades, workflow automation and seasonal peak preparation.