Manager, Travel Services

Before You Apply, Please Read:

• This is a 100% on-site role in Alphaville (Barueri/SP). No hybrid arrangement is planned in the short term.
• Independent contractor agreement (PJ), with benefits. The offer will be presented after the interview process.
• Previous experience with international ticketing in a corporate travel agency is mandatory.
• At least advanced english is required.

About Smartrips and Navan

We are the largest TravelTech in Brazil and an official Navan partner, serving large corporate clients such as Heineken, Visa, and Unilever, among others. Our consultants are a trusted reference for travelers: they resolve the unexpected quickly, anticipate problems, and treat every booking as if it were their own.

What You'll Do

Lead and develop the team

• Ensure your team is developing through regular review of interactions, coaching sessions, and 1:1 meetings.
• Communicate clear expectations so consultants are self-driven and motivated to meet and exceed the expectations of their role.
• Lead consultants through change as an active change agent, ensuring their understanding and encouraging their feedback.
• Keep your team globally aligned to organizational expectations, quality, process, and performance through team meetings.
• Support recruitment of Travel Consultants and new hire inductions to ensure team consistency.
• Highlight and manage employee performance concerns, escalating to the People team or Senior Leadership when necessary.
• Cascade travel industry updates and changes to your team.

Quality and performance

• Maintain an in-depth understanding of the daily responsibilities of Travel Consultants.
• Perform quality evaluations on Travel Consultant interactions, reviewing travel bookings in travel tools and requests to ensure standards of service are consistently excellent.
• Monitor and highlight any errors, providing constructive feedback and coaching consultants on preventative actions.
• Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback.
• Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals.
• Supervise Travel Consultant performance against success metrics.
• Report on weekly and monthly performance of the operation and, specifically, of your team.

Service and operations

• Receive and resolve email, voice, and chat interactions.
• Manage escalations and customer communications, owning customer issues through to completion.
• Partner with all cross-functional teams to address agent errors and learning needs, and suggest ways to improve Travel Consultant performance.
• Participate in projects to help develop, guide, and implement effective processes with a successful impact on service delivery and results.
• Work with Operations and Service Leadership to regularly review, update, and share global metrics for success.
• Monitor and identify processes or procedures impacting team productivity.

What We're Looking For

• 5+ years of travel industry knowledge leadership experience in a TMC or travel industry contact center environment.
• 3 years of travel industry experience at Manager level, managing consultants and leads.
• Hands-on background in international ticketing within a corporate travel agency. A leisure-only profile does not meet the requirement.
• Advanced knowledge of Sabre and/or Amadeus GDS, as well as online and offline travel operational processes.
• At least advanced English: you will report, run meetings, and align with global teams in English.
• Customer-centric: the customer is at the forefront of everything you do.
• Able to build relationships and motivate team members by sharing knowledge and encouraging engagement.
• Proven mentor with a clear understanding of travel service requirements, customers, and the challenges facing a fast-growing company.
• Excellent, professional communication, interpersonal, and presentation skills.
• Data-driven, with the ability to apply business analytics to gain deeper, real-time insights into agent performance and trends.