Customer Operations Manager

Nuitée Enabling all companies to build travel solutions
ES - España
January 19, 2025

About the company At 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 As a Customer Operations Manager at Nuitee, you will play a key role in delivering exceptional customer experiences in a fast-paced tech travel environment.
You will oversee the operations that ensure our travelers receive seamless, reliable, and innovative support throughout their journey.
By leveraging technology, data, and a customer-first approach, you will drive process efficiency, optimize service delivery, and contribute to customer loyalty in the travel industry.
Key Responsibilities Operational Excellence Oversee and refine end-to-end customer operations workflows, from booking to post-travel support.
Implement scalable solutions to streamline operations and improve customer touchpoints.
Monitor service delivery and proactively address any operational bottlenecks or inefficiencies.
Team Management Recruit, onboard, and manage a high-performing customer operations team.
Define team goals aligned with company objectives and monitor performance against KPIs.
Foster a culture of accountability, continuous learning, and customer-centricity within the team.
Customer Support & Escalations Develop and oversee processes for resolving customer inquiries efficiently and empathetically.
Handle escalated cases, working cross-functionally with product, tech, and travel partners to resolve issues.
Ensure customers feel supported at every stage of their travel journey.
Technology & Innovation Collaborate with product and tech teams to enhance CRM systems, chatbots, and other support tools.
Identify and implement tech-driven solutions to optimize customer service delivery.
Stay updated on travel tech trends and integrate innovative practices into customer operations.
Data-Driven Strategy Leverage customer data and analytics to identify trends, pain points, and opportunities for improvement.
Regularly report on metrics such as CSAT, NPS, ticket resolution time, and overall team performance.
Use insights to guide decision-making and operational improvements.
Travel Industry Expertise Maintain a deep understanding of the travel industry, including booking systems, policies, and compliance requirements.
Collaborate with travel partners and vendors to ensure smooth service delivery.
Anticipate and manage disruptions (e.g., flight cancellations, policy changes), minimizing impact on customers.
Qualifications & Skills Education:
Bachelor's degree in Business, Operations, Hospitality Management, or a related field.
Advanced degrees or certifications in travel or customer service are a plus.
Experience:
5+ years of experience in customer operations, preferably in the travel or tech industry.
Proven success in managing customer-facing teams and implementing operational improvements.
Skills:
Strong knowledge of travel booking systems, GDS platforms (e.g., Amadeus, Sabre), and CRM tools.
Exceptional communication and leadership skills.
Analytical mindset with proficiency in tools like Excel, Tableau, or other BI platforms.
A passion for travel and a customer-centric mindset.
Ability to adapt to a dynamic, fast-paced tech environment.

Read the full job description and apply online on the recuiter's web-site

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