Strategic Leadership & Service Transformation
- Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals
- Act as a change agent, driving improvements in partner support models within a matrixed organizational environment
- Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction
- Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices
- Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards
- Understand B2A partners' pain points to implement improvements that balance customer needs with operational efficiency
- Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity
- Maintain regular communication with B2A partners on operational matters, including deal processing and client management
- Serve as the primary liaison between operational teams and B2A business stakeholders
- Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met
- Work alongside Operational leaders to build team structures that effectively support the B2A business line
- Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.]
- Support team leads in performance management, ensuring service teams meet expectations and quality standards
- Proven experience in service operations or customer experience leadership within the travel industry is required;
- Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives;
- Experience working in matrix or cross-functional environments is strongly preferred;
- Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions;
- Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools;
- Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them;
- Strong leadership skills with experience managing or influencing large teams;
- Excellent communication and stakeholder management skills;
- Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements;
- High emotional intelligence; able to navigate ambiguity and resolve conflicts;
- Strategic thinker with analytical mindset;
- Resilient and adaptable in a fast-paced, constantly changing environment;
- Collaborative team player with strong sense of accountability and attention to detail
- Flexible schedules and opportunity to work remotely;
- Ambitious and supportive team who love what they do, appreciate each other, and grow together;
- Internal programs for adaptation and training, development of soft skills, and leadership abilities;
- Partial compensation for participating in external training and conferences;
- Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world;
- Corporate prices on hotels and travel services;
- MyTime Day Off - an extra non-working day without loss of compensation