Head of Support

Strategic Leadership & Service Transformation

• Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department\’s structure and business goals
• Act as a change agent, driving improvements in partner support models within a matrixed organisational environment
• Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction
• Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices

Operational & Commercial Alignment

• Analyse operational workflows and evaluate them for alignment with commercial needs and service quality standards
• Understand B2A partners\’ pain points to implement improvements that balance customer needs with operational efficiency
• Collaborate with Operational Managers to design and optimise support processes that enable scale, efficiency, and partner‑centricity

Stakeholder & Partner Engagement

• Maintain regular communication with B2A partners on operational matters, including deal processing and client management
• Serve as the primary liaison between operational teams and B2A business stakeholders
• Facilitate cross‑functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met

Team & Process Management

• Work alongside Operational leaders to build team structures that effectively support the B2A business line
• Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery
• Support team leads in performance management, ensuring service teams meet expectations and quality standards

Requirements

• Proven experience in service operations or customer experience leadership within the travel industry is required
• Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives
• Experience working in matrix or cross‑functional environments is strongly preferred
• Ability to work with data: interpret dashboards, build presentations, and make data‑driven decisions
• Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools
• Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimise them
• Strong leadership skills with experience managing or influencing large teams
• Excellent communication and stakeholder management skills
• Leverage multi‑cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements
• High emotional intelligence; able to navigate ambiguity and resolve conflicts
• Strategic thinker with analytical mindset
• Resilient and adaptable in a fast‑paced, constantly changing environment
• Collaborative team player with strong sense of accountability and attention to detail

Benefits

• Flexible schedules and opportunity to work remotely
• Ambitious and supportive team who love what they do, appreciate each other, and grow together
• Internal programmes for adaptation and training, development of soft skills and leadership abilities
• Partial compensation for participating in external training and conferences
• Corporate English school: group and individual lessons, speaking clubs with colleagues from all over the world
• Corporate prices on hotels and travel services
• MyTime Day Off – an extra non‑working day without loss of compensation

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