Manager, Operations Technology

As an Manager, Operations Technology you will

• Lead and manage a team to ensure efficient, high-quality service delivery by setting clear objectives, providing coaching and support, driving accountability, and fostering a collaborative, customer-focused culture.
• Serve as the primary point of contact for client technology support related to travel operations, leveraging strong troubleshooting and root-cause analysis skills to resolve issues, minimize service disruptions, and improve the client experience.
• Partner with product support teams, technology stakeholders, and shared services departments to diagnose and resolve complex technical issues, implement system enhancements, and optimize overall service delivery.
• Gather, communicate, and advocate for client needs and feedback by coordinating cross-functional teams, aligning priorities, and driving solutions that support both client objectives and organizational goals.
• Develop, document, maintain, and continuously improve standard operating procedures (SOPs), workflows, and process documentation to ensure operational consistency, knowledge sharing, compliance, and scalable service delivery.
• Identify opportunities to enhance processes, systems, and tools through data analysis, issue trend monitoring, and continuous improvement initiatives that increase efficiency, service quality, and customer satisfaction.
• Document and refine operational best practices, governance standards, and troubleshooting procedures to improve issue resolution, reduce recurring problems, and support long-term service excellence.
• Demonstrated experience creating and implementing operational processes, SOPs, and process documentation, with a proven ability to troubleshoot complex issues, identify root causes, and drive sustainable solutions.

About you 

• Extensive experience within the corporate travel industry, including strong proficiency with Sabre GDS and a solid understanding of travel management operations, workflows, and service delivery.
• Demonstrated knowledge of front-, mid-, and back-office travel technologies and processes, including experience supporting or administering mid-office solutions and online booking tools (OBTs).
• Proven leadership or supervisory experience, with the ability to lead, coach, and develop teams, manage priorities, drive accountability, and foster a collaborative, customer-focused culture.
• Exceptional verbal and written communication skills, with experience serving as a client-facing resource, managing stakeholder relationships, communicating complex technical concepts, and building trust with customers and internal partners.
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to identify root causes, resolve operational and technology-related issues, and implement sustainable solutions.
• Demonstrated experience designing, documenting, maintaining, and improving standard operating procedures (SOPs), workflows, and process documentation to support operational consistency, compliance, and continuous improvement.
• Proven success in process management and process reengineering, with the ability to evaluate existing operations, identify opportunities for improvement, and implement scalable, efficient solutions.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced, evolving environment while maintaining a high level of quality and customer service.
• Customer-centric mindset with strong relationship management skills, including the ability to navigate demanding situations with professionalism, empathy, and a focus on achieving positive business outcomes.
• Track record of driving continuous improvement initiatives that enhance service delivery, operational efficiency, technology adoption, and customer satisfaction.