Offer summary

Qualifications:

Proven operations management experience in travel tech or airline industry, Strong project management skills and relevant certifications.

Key responsabilities:

Lead onboarding processes for travel agencies and airlines

Optimize onboarding strategies and address pain points for new partners

Job description

This is a remote position.

We're seeking an Operations Manager with a specialized focus on the onboarding of travel agencies and airline companies. In this critical role, you'll spearhead our onboarding initiatives, ensuring that our new partners experience a seamless, efficient, and engaging introduction to our platform. Your leadership will directly influence the speed and success with which our partners can leverage our services, impacting our overall growth and client satisfaction.

Key Responsibilities

Lead the onboarding processes for travel agencies and airline companies, ensuring a swift, efficient transition to operational status.
Develop and refine onboarding strategies to enhance the Time to Value (TTV) for new partners, focusing on rapidly achieving significant value.
Optimise the Activation Rate by implementing effective milestones and checkpoints throughout the onboarding journey.
Address and reduce the Churn Rate during onboarding, identifying and mitigating potential pain points for new partners.
Measure and improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) specifically within the onboarding experience.
Ensure that new partners fully adopt and utilize key features of our platform, monitoring and enhancing the Feature Adoption Rate.
Oversee the resolution of support tickets related to onboarding, ensuring clear communication and effective problem-solving.
Manage and optimize the costs associated with the onboarding of new customer and partners, ensuring resource efficiency without compromising quality. Define, implement and observe the KPIs that become relevant for such processes.
Navigate and address the unique challenges of onboarding in the travel tech sector, including customization needs, data migration, and system integration.

Requirements

Proven experience in operations management, with a specific focus on the onboarding of partners or clients, ideally within the travel tech or airline industry.
Strong project management skills and the ability to lead cross-functional teams towards common goals.
Relevant industry certifications (e.g., PMP, Prince2) that demonstrate a commitment to professional excellence and knowledge.
Exceptional analytical and strategic thinking skills, with a track record of improving onboarding processes and outcomes.
Deep understanding of the travel industry's nuances, particularly the operational and technological needs of travel agencies and airline companies.

Benefits

A pivotal role in a dynamic company at the forefront of the travel technology sector.
The opportunity to impact the success directly and efficiency of our customer and partner onboarding processes.
A competitive compensation package, with details to be discussed during the interview process.

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