B2B Operations Manager - Customer Experience

About the role

We are seeking a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally. In this high‑impact position you will own the performance, scalability and evolution of the service provided to Travel Advisors, ensuring excellent customer experience while supporting rapid growth.

Key responsibilities

• Own end‑to‑end B2B customer experience performance, including service levels, backlog, response times and satisfaction.
• Lead and develop a team of Team Leaders and agents, setting clear expectations and driving accountability.
• Design and implement scalable processes and frameworks for multi‑market growth.
• Plan resources and optimise FTE allocation across channels and demand peaks.
• Define prioritisation models aligned with business impact and customer value.
• Identify inefficiencies and lead initiatives to improve productivity, reduce friction and increase first‑contact resolution.
• Use data to monitor performance, anticipate risks and drive continuous improvement.
• Act as operational leader during disruptions or demand spikes, ensuring structured execution.
• Partner with Product, Operations and Growth teams to improve the end‑to‑end customer journey.
• Foster a culture of ownership, performance and continuous improvement.

Required profile

• 5+ years experience in Customer Operations, Support or similar roles in high‑growth environments.
• 2–3+ years managing teams in high‑volume, fast‑paced operations.
• Proven track record of improving KPIs and building scalable operational processes.
• Highly data‑driven with ability to translate insights into action.
• Strong stakeholder management and influencing skills.
• Comfortable operating in ambiguous and evolving environments.
• Experience in B2B operations, preferably in travel or related sectors.

Required skills