Local Service Leader

Job Summary

Leading a team focused on resolving booking issues for B2A partners, the full-time Local Service Leader will manage service performance, oversee operations, and ensure high-quality resolutions in a remote environment.

Key responsibilities

• Lead and coach Local Service Specialists and Service Managers, ensuring workload balance and SLA compliance
• Monitor operational performance, including consultation quality and escalation flow, while addressing sensitive cases
• Own regional KPIs and produce reports to drive actionable insights for service improvement

Required qualifications

• Experience in the travel industry or B2B service operations
• Strong leadership skills with a proactive approach to mentoring and problem-solving
• Demonstrated ability in process design, optimization, and service standardization
• Experience in hiring, budgeting, and resource planning
• Team-oriented mindset with a focus on continuous improvement and feedback