Remote opportunity at
TripActionsOperations Manager
TripActions is seeking an Operations Manager to join the Global Operations and Service team on a remote, full-time basis. This role sits at the intersection of…
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About This Role
TripActions is seeking an Operations Manager to join the Global Operations and Service team on a remote, full-time basis. This role sits at the intersection of key business areas, working closely with senior leadership and cross-functional partners to drive strategic, operational, and organizational enhancements. The person in this position will act as the primary liaison between operations and research and development teams, focusing on technology approaches for self-service, post-booking travel…
Job Description
TripActions is seeking an Operations Manager to join the Global Operations and Service team on a remote, full-time basis. This role sits at the intersection of key business areas, working closely with senior leadership and cross-functional partners to drive strategic, operational, and organizational enhancements.
The person in this position will act as the primary liaison between operations and research and development teams, focusing on technology approaches for self-service, post-booking travel support, and agent tooling. Responsibilities include shaping change management strategies, delivering customer insights to improve quality, and transforming multi-system support tools into a unified agent desktop. This position reports to the Senior Operations Manager and suits an analytical, structured individual who thrives in a fast-paced environment characterized by rapid changes in people, processes, and products.
Responsibilities
- Collaborate with operations leadership and product partners to prioritize strategic opportunities for contact deflection, efficient processing, and customer experience excellence
- Serve as the main interface for support product feedback from operational teams, managing triage, impact assessment, and prioritization with R&D and engineering teams
- Represent consultant and agent teams to support regular product improvement prioritization and assist the change management team with implementation
- Select and prioritize service improvement opportunities using metrics such as issue volume, impacted users, and revenue impact
- Manage programs and projects, including acquisition onboarding, new supply processes for inventory sources, and collaboration with third-party support teams
- Build a long-term process incorporating project boards, monthly team meetings, and quarterly prioritization with IT, data, security, finance, customer service, and product teams
- Partner with operations analysts to manage processes, identify measurable improvement opportunities, and measure the success of operationalized changes
- Drive the transition of multi-system support tooling into a single-view agent desktop while ensuring high adoption and functionality
Requirements
- Minimum of 7 years of experience in a TMC or business travel operations management role covering supplier products including air, rail, car, and hotel
- Minimum of 5 years of proven, expert-level Global Distribution System experience
- Strong organizational skills capable of managing multiple concurrent projects with varied stakeholders
- Demonstrated ability to develop and document processes clearly
- Capacity to formulate a strategy, communicate it effectively, and secure buy-in for execution
- Exceptional communication skills with high emotional intelligence and the ability to build relationships across varied teams and time zones
- Global operational execution capability paired with an understanding of localized nuances
- Familiarity with CRM applications such as Salesforce and Zendesk
- Proficiency with travel systems, third-party supplier platforms, and business analytics data
Qualifications
- IATA accreditation including WWAFT, VAII, or BA2
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role is remote.
What is the employment type?
The role is full-time.
What is the salary for this role?
The salary is not specified in the job posting.
What experience is required for applicants?
Applicants must have at least seven years of experience in a TMC or business travel operations management role covering supplier products, along with five or more years of expert-level GDS experience.
Sample Interview Questions
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