The Director of Operations & Customer Service Americas will be responsible for leading the operational performance and customer service strategy across the Americas region for Accommodation, Transfers, and Excursions. The role focuses on ensuring operational efficiency, service excellence, profitability, and a seamless customer experience while managing a small operational team and collaborating closely with Commercial, Contracting, Product, and Finance departments.
This position combines strategic leadership with hands-on operational oversight, requiring strong expertise in tourism operations, customer service management, financial analysis, supplier relationships, and process optimization. The successful candidate will play a key role in driving continuous improvement initiatives, mitigating operational risks, enhancing customer satisfaction, and supporting the company's growth objectives across the region.
This position will ensure the profitability and operational efficiency of the Americas business across the three distributed products (Accommodation, Excursions, and Transfers) through strategic supplier management, operational oversight, and continuous improvement of the customer experience throughout the travel journey.
Strategic Responsibilities
Operational Responsibilities
Director of Operations & Customer Service Americas • Cancún, Quintana Roo, Mexico
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