Senior ERM Operations Manager NORAM

The Senior ERM Operations Manager NORAM is responsible for the overall management and performance of a large travel operation or multiple operations including operational performance, client servicing and retention, employee management and budgetary and cost management. This person ensures all operational goals are met consistently. This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.

As a Senior ERM Operations Manager NORAM, you will 

• Serve as the primary liaison between the Account Manager and the operational staff ensuring all client needs are met
• Lead operations in environments that may include ERM, marine, offshore, or crew‑travel workflows, ensuring strong delivery across time‑critical and non‑standard scenarios
• Provide support to team members on their job responsibilities and coache team members for improved performance
• Be responsible for employment related activies such as hiring, on-boarding, disciplinary actions and terminations
• Monitor and control departmental expenses, seeking and implementing improvements
• Ensure operational stability and fast decision‑making in high‑urgency environments, including crew rotations, last‑minute changes, and disruption management
• Lead the effort to implement new business implementations
• Manage overall budget and performance against budget
• Collaborate closely with multi‑regional and global teams, ensuring alignment across a globally distributed operations model
• Be responsible for evaluating and maintaining operation staffing
• Perform quality management such as error management
• Support service delivery in a 24/7 operational environment when required, ensuring compliance and business continuity
• Manage day-to-day needs of the team and provide assistance and direction

About you 

• Bachelor degree, or equivalent work experience
• Thorough knowledge of the travel industry, fares and markets
• GDS Amadeus knowledge
• Extensive corporate travel experience
• Prior managerial experience
• Prior budget and cost management experience
• Experience in ERM, marine, offshore, or crew‑travel operations is a strong advantage
• Familiarity with crew movements, rotations, last‑minute changes, and disruption handling is a strong advantage
• Comfortable working in complex environments that require quick decision‑making and adherence to strict operational policies
• Exposure to multi‑regional or globally distributed operational teams is essential
• Ability to work nights and weekends when needed
• Good command of English