Customer Operations Manager

About the companyAt Nuitée, we are building the API backbone for the global travel industry.
Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API-first infrastructure-think 'Stripe for Travel.
'By enabling seamless connectivity between hotels, OTAs, fintechs, super-apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly.
Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology.
With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Expedia, Priceline, Google, and Uber.
Now backed by leading VCs and world-class investors including leaders from Booking.
com, Stripe, and Shopify, Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting-edge APIs.
Nuitée is at the forefront of a revolution-delivering AI-powered, smarter, and more personalized travel experiences for a new era.
About the Role:
Nuitee is seeking an experienced Customer Operations Manager, who will be instrumental in driving our growth and expansion.
Your mission will be to maximize customer performance by managing and optimizing the technical and operational aspects of the customer relationship, becoming laser-focused on driving smooth operations, balancing risk and reward, and account growth for a portfolio of high potential customers.
Acting as a bridge between internal and support teams and the customer, your role will be to quickly and efficiently remove the obstacles that are preventing customers from scaling, with key responsibilities for interfacing directly with the rest of the operations teams, as well as Product and Engineering.
Key Responsibilities:
Act at the primary operational contact with customers, taking responsibility for driving day-to-day customer performance, following the completion of their onboarding.
Serve as the first point of contact for customer issues, coordinating with internal teams to address and resolve issues effectively and promptly.
Engage with the revenue management and pricing teams to assess the impact of pricing changes to drive profitable and sustainable growth.
Identify and escalate potential risk scenarios, such as BRGs, over-utilization of inventory feeds, compatibility of supply-client quality, clients' circuit breaker logics, collaborating with the Monitoring team to address concerns.
Responsible for performance monitoring and search-and-conversion behavior.
Responsible for the growth forecasts for each account and the tracking of account activity.
Engage with the internal teams to increase the performance of accounts based on inventory addition, engineering solutions, and adherence to operational safeguardsSupport the Customer Success teams by joining client check-ins and performance reviews, providing accurate operational updates and data-based, risk-related insights into account performance.
Our Ideal Candidate:
Evidence of at least 5+ years of successful customer value delivery and technical relationship management (travel experience preferable)Ability to act as a strong voice for the customer internally, demanding the necessary improvements and capability delivery from support teams while balancing customer needs with the company's risk appetite and profitability goals.
Evidence of strong analytical ability to interpret and improve performance metricsBe a team player and able to successfully partner with internal teams including operations, product, monitoring and onboarding teams.
Be able to champion our values of 'Think Big, Sense of Urgency, Stay Humble and Data Driven' internally and externally.
Ability to work autonomously while effectively collaborating within a team-oriented environment.
Skills:
Excellent analytical and problem-solving abilities.
Ability to work collaboratively with cross-functional teams.
Strong communication and presentation skills.
Passion for understanding and solving customer problems, ensuring that their needs are at the forefront of product development.
Why Nuitee?At Nuitée, we're not just reimagining travel-we're building the infrastructure to power it.
Massive Market Opportunity:
We are tackling the $9.
9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies.
Nuitée's API-first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale.
World-Class Backing:
Backed by Accel and visionary leaders across tech and travel-including Booking.
com, Stripe, and Shopify-we're equipped to scale our ambition globally.
Bootstrapped Resilience, Startup Agility:
Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup.
Global Impact:
Our infrastructure supports partners like Hopper, Google, and Uber and enables banks, fintechs, super-apps, and non-travel businesses to offer travel solutions for the first time.
AI-Driven Innovation:
Nuitée is uniquely positioned to power the future of travel in the AI era-enabling seamless, intelligent, and hyper-personalized travel interactions.
By joining Nuitée, you'll be part of a team that's building a category-defining platform.
You'll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology.
If you're excited to push boundaries, redefine a multi-trillion-dollar industry, and grow with us-Nuitée is the place for you.