Operations Coordinator

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Operations Coordinator (Remote)
Full time, United States

The Operations Coordinator is a liaison role to assist a Global Program Manager (GPM) with the day-to-day operations activities. The role will work directly with local operations, GPM, and clients to deliver the best in class service standards to the customers and ensure the overall SLAs are met. This includes driving and utilizing in-depth knowledge of client’s processes and technology. This role uses reportable items like TicketTracker, Price Assurance (APA), and Unused ticket processes.

As an Operations Coordinator, you will

• Assist Account Management with operational insights
• Build and maintain relationships with client contacts – this includes client-facing activities
• Liaise with the client, Regional Account Management, and other departments/business units on operational issues, action plans, and communication updates
• Facilitate reporting on the Unused Ticket database and APA
• Initiate invoicing to the client 
• Review contracted SLAs (including client´s cost savings KPIs) with operations at each location at the onset of new business, establish tracking and reporting
• Work with operational management to ensure procedures are in place to achieve client-level SLAs
• Handle customer feedback, and escalations and provide appropriate solutions and recommendations
• Prepare and manage operational reports on local market issues/escalation
• Manage/assist with the development of procedure manuals and training materials

About you

• Previous experience as an Operations Coordinator or in a similar operations role within a TMC
• Knowledge of SLAs, call center technology, and call center statistics within a TMC
• Knowledge of multiple reservation systems, online booking tools, ticketing, and fare construction 
• Strong relationship management and influencing skills
• Result oriented and the ability to work under pressure and tight timeline
• Strong oral and written communication skills in English

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about  …