Talent.com
Head of Support

Head of Support

RateHawk, , Spain, España
Hace 3 días
Descripción del trabajo

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.

    • #J-18808-Ljbffr

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