Customer Operations Manager

Role Overview:

The Customer Operations Manager is responsible for overseeing post-onboarding customer operations, ensuring seamless service delivery, and optimizing performance for hotel and travel platform partners. This role requires a balance of customer satisfaction, revenue growth, and risk management while working cross-functionally with internal teams.

What you will do:

Customer Operations & Account Performance:

1. Acts as the primary operational contact for customer accounts, ensuring smooth post-onboarding operations and troubleshooting issues efficiently.
2. Supports hotel/travel partners in optimizing their performance through data analysis, problem-solving, and process improvements.
3. Works cross-functionally with internal teams (Revenue Management, Product, Monitoring, and Engineering) to enhance customer experience and resolve issues.

Revenue Optimization & Performance Monitoring:

1. Comfortable analyzing customer performance data (e.g., search/conversion rates, booking trends) and making actionable recommendations.
2. Works closely with pricing and revenue management teams to adjust strategies for better profitability.
3. Experience in forecasting and tracking account activity to ensure business growth.

Risk & Compliance Management:

1. Identifies and escalates operational risks (e.g., over-utilization of inventory, API feed errors, BRGs) and collaborates with monitoring teams to address them.
2. Ensures adherence to contractual obligations between clients and suppliers.

Process Improvement & Cross-Team Collaboration:

1. Strong history of process optimization and workflow improvements across operational and customer success teams.
2. Supports technology teams in fixing bugs, enhancing integrations, and improving automation (e.g., API connections, CRM, ticketing systems).

What you need to have:

1. 5+ years of experience in the travel, hospitality, or tech-enabled distribution industry, with a focus on customer operations, revenue optimization, and account management.
2. Experience managing relationships with hotel partners, travel platforms, or API-driven distribution channels.
3. Proven experience working in a customer-facing operational role that requires balancing customer satisfaction, revenue growth, and risk mitigation.
4. Exposure to B2B relationships in the travel/hospitality sector—understanding how suppliers, OTAs, and aggregators interact.
5. Experience with data analysis and reporting tools to track and improve customer performance.
6. Highly proficient in Microsoft Excel and data-driven decision-making.
7. Familiarity with CRM (Salesforce, Monday.com, Zendesk, Vonage, Cisco) and PMS (Opera).
8. Experience in working with API-based travel platforms.

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