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 doUnderstands 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 needA 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.Demonstrated ability managing and developing large high-performance teams of associates/leaders is required.Demonstrated familiarity with general principles of workflow in an inbound contact center, and current technologies to help manage that workflow.Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.Hands-on mentality.Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.Self-organised, proactive, and strong attention to detail. Bonus points forAn MBA or equivalent Master's degree.5+ years people management experience.Project management experience.Experience in Kaizen / Lean Solution / Six Sigma, DMAIC, and other improvement methods are a big plus for this role.Experience managing teams of 100+ reports indirect in addition to managing managers.Fluent in English would be an added benefit as the role engages with leaders and different countries. What do we offer?Competitive compensation including equity in the company.Generous vacation days so you can rest and recharge.Health perks such as private healthcare or gym allowance depending on your location."Flexible compensation plan" to help you diversify and increase the net salary.Flexibility to work from home most of the time with core hours.Unforgettable TravelPerk events including travel to one of our hubs.Udemy for business account to continue your development.Mental health support tool for your wellbeing.Exponential growth opportunities. Flexible Work PolicyYou will need to be based in one of our hub countries; some positions are only open in specific locations.We will require you to travel to the office hub in your country once or twice per week depending on your position.In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team.We have flexible working hours to fit around your life.
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