Senior Director of Travel Support

Job Summary

To redefine best-in-class travel support, the full-time Senior Director of Travel Support will manage the member support operations across Lodging, Flights, Cars, and Engine X, lead the Customer Advocacy Team, and oversee BPO partnerships, all while working remotely.

Key responsibilities

• Own and continuously improve end-to-end support performance across all travel verticals, ensuring high service levels and customer satisfaction
• Lead the Customer Advocacy Team, setting standards for exceptional service recovery and managing escalation SLAs and retention outcomes
• Manage BPO partnerships, holding vendors to quality standards and overseeing performance and commercial relationships

Required qualifications

• 12+ years in customer operations or contact center leadership, with at least 5 years at the director level or above
• Proven experience running a US-based contact center operation with full P&L or cost accountability
• Hands-on BPO management experience, including vendor selection and performance management
• Experience in travel, hospitality, fintech, or complex booking environments is strongly preferred
• Strong analytical instincts and familiarity with modern support tooling, including Salesforce Service Cloud and WFM platforms