πMexico
Cluster Service Leader

RateHawk
πRemote - India
Please let RateHawk know you found this job on JobsCollider. Thanks! π
Summary
Join RateHawk, a dynamic and innovative company revolutionizing the travel industry, as our Cluster Service Leader for the APAC Cluster. Manage regional support operations, focusing on Local Support and Back Office Teams. Drive continuous service improvements and seamless team coordination, aligning performance with business goals and partner needs. Maintain operational efficiency, develop best practices, and adapt the team to regional standards. Lead service improvement initiatives, facilitate collaboration, and ensure teams work towards common goals. Work closely with the commercial team and manage hiring, budgeting, and performance metrics. This role requires proven experience in the travel industry and strong leadership skills.
Requirements
- Proven experience in the travel industry or a concierge agency, TMC, DMC, or tour operator environment
- Strong leadership skills with a track record of managing support teams and driving operational improvements
- Excellent communication and interpersonal skills, with an ability to foster teamwork and drive collaboration
- A results-focused, problem-solving mindset combined with the ability to remain calm under pressure
- A passion for exceptional customer service and a drive to continuously improve service processes
- Proactivity, the ability to work independently and make decisions autonomously, and a strong willingness to take responsibility
Responsibilities
- Maintain operational efficiency across the entire support cluster, ensuring all processes, systems, and tools are functioning optimally
- Develop, implement, and share best practices to enhance overall performance and service quality within the cluster
- Adapt the team to regional customer service standards and drive initiatives to build and maintain partner loyalty
- Lead and manage service improvement initiatives to enhance support processes and outcomes
- Facilitate collaboration and alignment between back-office team leaders and Local Support Leaders to achieve unified objectives
- Ensure that all teams within the cluster are working towards common goals with a cohesive vision
- Work closely with the commercial team to align service expectations with business goals and client needs
- Manage the hiring process and capacity planning for local support teams to ensure adequate staffing levels and team effectiveness
- Handle team budgeting and prepare budget reports
- Develop team performance metrics and ensure that the cluster complies with key performance indicators
Benefits
- Fully remote work opportunities
- Competitive compensation and benefits package, along with opportunities for professional growth and development
Share this job:
Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Similar Remote Jobs
πUnited States
π°$125k-$150k
πWorldwide
π°$230k-$275k
πUnited States
π°$147k-$190k
πUnited States
πSpain
πPoland
πUnited States
πUnited States