.We are TravelPerk: a scaling unicorn valued at $1.3 billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch, and Deliveroo, our team is made up of A-players from across the travel and technology industries. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion—to connect people in real life in an enjoyable and sustainable way. TravelPerk are innovators.During the last year we have welcomed and acquired the likes of Click Travel, NexTravel, and Albatross to the team. From TravelCare to FlexiPerk and of course GreenPerk, we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in! If you're ready to take off with us, keep reading!We are looking for an Operations Manager to join the Customer Care team! What you will do Understands and demonstrates TravelPerk core values and Leadership Principles.Implements change and develops new processes/SOP's as necessary to provide the ability to better track performance and act on improving it.Mentors others in developing leadership behaviours. Hires, manages, and leads teams to success.Shapes the direction of the team, keeps them focused and motivated to deliver the right results in an ever-changing business environment.Work with the outsourcing manager in TravelPerk and CC leadership team to determine strategy, and to ensure that customer service achieves overall goals.Solves complex customer service issues by proactively identifying and eliminating the root cause barriers to accuracy, productivity, and quality. Looks into the automating process where applicable.Maximizes resources for the greater good of the organization.Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.Demonstrates the ability to influence, manage, and present ideas via clear written and oral communication.Builds positive productive relationships with many stakeholders and partners around the world.Deals with the complexity of multiple lines of business and regions.Acts as the thought leader for Customer Services.Demonstrates flexibility in work hours based on business need, including weekends and bank holidays.What you need A bachelor's degree, or higher in operations, business or a related field, is required.A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence
