### **Strategic Leadership \& Service Transformation** * Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals. * Act as a change agent, driving improvements in partner support models within a matrixed organizational environment. * Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction. * Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices. ### **Operational \& Commercial Alignment** * Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards. * Understand B2A partners’ pain points to implement improvements that balance customer needs with operational efficiency. * Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner\-centricity. ### **Stakeholder \& Partner Engagement** * Maintain regular communication with B2A partners on operational matters, including deal processing and client management. * Serve as the primary liaison between operational teams and B2A business stakeholders. * Facilitate cross\-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met. ### **Team \& Process Management** * Work alongside Operational leaders to build team structures that effectively support the B2A business line. * Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.] * Support team leads in performance management, ensuring service teams meet expectations and quality standards. **Requirements** * Proven experience in service operations or customer experience leadership within the travel industry is required; * Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives; * Experience working in matrix or cross\-functional environments is strongly preferred; * Ability to work with data: interpret dashboards, build presentations, and make data\-driven decisions; * Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools; * Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them; * Strong leadership skills with experience managing or influencing large teams; * Excellent communication and stakeholder management skills; * Leverage multi\-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements; * High emotional intelligence; able to navigate ambiguity and resolve conflicts; * Strategic thinker with analytical mindset; * Resilient and adaptable in a fast\-paced, constantly changing environment; Collaborative team player with strong sense of accountability and attention to detail. * **Benefits** * Flexible schedules and opportunity to work remotely; * Ambitious and supportive team who love what they do, appreciate each other, and grow together; * Internal programs for adaptation and training, development of soft skills, and leadership abilities; * Partial compensation for participating in external training and conferences; * Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world; * Corporate prices on hotels and travel services; * MyTime Day Off \- an extra non\-working day without loss of compensation. **Learn more about our data protection practices in our Privacy Policy:** https://emergingtravel.notion.site/recruitment\-privacy\-notice