Operations Manager ( Travel Process )- US PPC

Operations Manager – Travel Process

Company

Assistara Global Service Ltd.

Location

Sector 136, Noida, Uttar Pradesh

Experience

Minimum 8 Years

Employment Type

Full-time

Department

Travel Operations

About Assistara Global Service Ltd.

Assistara Global Service Ltd. is seeking an experienced, dynamic, and result-oriented Operations Manager – Travel to lead and manage our travel operations team from our Sector 136, Noida location.

The ideal candidate will have extensive experience in the US Travel/BPO industry, strong knowledge of travel operations, excellent people-management skills, and a proven track record of delivering operational, quality, customer experience, and revenue targets.

This is a leadership position for a professional who can manage large teams, drive operational excellence, handle escalations, develop people, and consistently deliver business results.

Job Summary

As an Operations Manager – Travel, you will be responsible for managing the overall performance of the travel operations function, including people, productivity, quality, customer satisfaction, process adherence, and business targets.

You will work closely with Team Leaders, Quality, Training, Workforce Management, Sales, and senior management to ensure smooth operations and continuous improvement.

The successful candidate should be highly customer-focused, commercially aware, data-driven, and capable of managing operations in a fast-paced, target-oriented environment.

Key ResponsibilitiesOperations Management

Manage end-to-end daily operations for the Travel Process, with a strong focus on US customers.

Lead and manage Team Leaders and large teams of travel professionals.

Ensure achievement of operational targets related to productivity, quality, SLA, CSAT, conversion, revenue, and customer experience.

Monitor daily, weekly, and monthly operational performance and take corrective action where required.

Ensure smooth workflow and effective resource utilization across the operation.

Establish operational priorities and ensure timely execution of business objectives.

Develop and implement SOPs, process improvements, and best practices.

Ensure strict adherence to company policies, client requirements, and process guidelines.

People & Team Leadership

Manage, coach, and mentor Team Leaders and frontline travel teams.

Conduct regular performance reviews and identify development opportunities.

Build a high-performance culture focused on accountability, ownership, and customer satisfaction.

Develop action plans for underperforming teams and individuals.

Monitor attendance, attrition, productivity, schedule adherence, and employee engagement.

Support recruitment, onboarding, training, nesting, and workforce transition activities.

Ensure effective communication of organizational goals and process updates to all levels of the team.

Travel Operations

Ensure effective handling of customer requirements related to airline reservations, ticketing, cancellations, rebooking, itinerary changes, travel queries, and other travel-related services.

Ensure teams follow established travel procedures and deliver accurate solutions.

Monitor complex customer cases and ensure appropriate escalation and resolution.

Ensure compliance with client-specific and travel-industry processes.

Maintain strong knowledge of US travel customer expectations and operational requirements.

Identify opportunities to improve customer experience and operational efficiency.

Performance & KPI Management

Monitor and improve key operational metrics, including

AHT – Average Handling Time

CSAT – Customer Satisfaction

FCR – First Contact Resolution

Quality Score

SLA Adherence

Productivity

Conversion

Revenue

Schedule Adherence

Attrition

Analyze performance reports and identify trends, gaps, and opportunities.

Conduct regular business reviews with Team Leaders and senior management.

Develop and execute performance-improvement plans.

Ensure consistent achievement of operational and financial targets.

Customer & Escalation Management

Take ownership of high-priority customer and operational escalations.

Ensure timely resolution of complex travel-related issues.

Maintain strong customer relationships and protect customer satisfaction.

Identify root causes of recurring complaints and implement corrective measures.

Ensure escalation processes are clearly defined and followed.

Cross-Functional Collaboration

Work closely with Quality, Training, Workforce Management, HR, Sales, and Finance teams.

Coordinate with internal stakeholders to ensure smooth business operations.

Partner with Training and Quality teams to identify knowledge and performance gaps.

Work with Workforce Management to optimize staffing and scheduling.

Support Sales teams with operational insights and customer experience initiatives.

Participate in client/business review meetings as required.

Reporting & Business Reviews

Prepare and present daily, weekly, and monthly operational reports.

Provide management with actionable insights on performance, challenges, and opportunities.

Track operational trends and forecast potential risks.

Present performance dashboards and improvement plans to senior leadership.

Ensure transparency and accuracy in all operational reporting.

Required Qualifications & Experience

Minimum 8 years of experience in the Travel/BPO industry.

Proven experience in an Operations Manager / Senior Operations Manager / equivalent leadership role.

Strong experience managing US Travel Operations is highly preferred.

Experience managing large teams through multiple Team Leaders.

Strong understanding of airline reservations, ticketing, cancellations, rebooking, itinerary management, and customer service.

Proven track record of achieving operational KPIs and business targets.

Strong experience in performance management and people development.

Excellent understanding of BPO/travel operations and customer experience.

Strong analytical and problem-solving capabilities.

Excellent verbal and written commu