It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

Operational & Performance Management. Own and manage end-to-end operations for VIP, Corporate Travel, and Payment Platform, ensuring key metrics are met or exceeded. The scope of this role is not limited to VIP, Corporate Travel, and Payment Platform. The individual may take on additional responsibilities within Customer Care Operations as business needs evolve.BPO Partner Management: Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, capacity planning, and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.Drive Improvement. Identify data-driven improvements to streamline workflows, reduce inefficiencies, and enhance service delivery across multiple domains.Quality Assurance: Define, improve, and fine-tune key quality operational performance indicators (CSAT, Resolution Time, DSAT, CES) to meet or exceed company standards.Strategic Planning: Develop and execute medium- to long-term strategies to enhance service quality, scalability, and cost-effectiveness.Lead multiple complex missions. Lead and manage multiple complex missions within business operations, handling ambiguity and cross-functional challenges. Build scalable operational frameworks that align with business objectives and can be adopted by other units.Leadership & People Management. Act as a people manager, mentoring and developing high-performing teams. Establish a culture of accountability, ensuring clear goal-setting, continuous feedback, and skill development.Crisis Management & Incident Recovery. Lead crisis and incident recovery efforts, ensuring swift response, coordination, and resolution to minimize business impact.Collaboration & Influence. Collaborate with key stakeholders, including product, finance, and commercial teams, to drive alignment and operational success.Domain Mastery & End-to-End Business Knowledge. Ensure domain mastery of customer operations across VIP services, Corporate Travel, and Payment operations, continuously improving expertise and processes. ​

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Requirements

Proven leadership experience in managing large-scale customer operations, preferably in a multi-product environment. Minimum of 5 years of experience in operations management.Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents) is preferred. Strong data-driven decision-making skills with experience in performance analytics, reporting, and process optimization.Expertise in handling high-complexity, multi-mission projects with cross-functional collaboration.Experience in managing crisis recovery, escalation processes, and high-impact operational risks.Excellent stakeholder management, working with product, finance, and senior leadership to drive operational initiatives.Hands-on experience in BPO/outsourcing management, driving efficiency improvements, and ensuring high service quality.English Proficiency.  Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.Bachelor's degree in any major from a top university. Degrees in Science, Technology, Engineering, Mathematics, or Management are preferred.COPC literate, COPC certified will be an advantage​

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!