What are the responsibilities and job description for the Director of Operations/Call Center (Hospitality/travel industry) position at Career Developers?

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Director of Operations / Call Center (Hospitality / travel industry)

Location : West Palm Beach, FL

Salary : OPEN Bonus

Potential for Promotion to Vice President of Operations

Position Overview :

My fast growing client is seeking a highly motivated and results-driven Director of Operations to lead and optimize their operational strategies for an online OTA (Online Travel Agency). The ideal candidate will have a proven track record in call center management, customer service excellence, reporting and analytics, and building high-performing teams. This role is pivotal in ensuring our operations' efficiency, scalability, and overall success while delivering exceptional customer experiences. With demonstrated success and leadership, this position offers a clear pathway to the role of Vice President of Operations.

Key Responsibilities :

Operational Leadership :

Oversee daily operations, ensuring efficiency, cost-effectiveness, and alignment with company goals.

Develop and implement strategies to enhance operational processes and customer satisfaction.

Foster a customer-first culture, driving high-quality service delivery across all touchpoints.

Call Center & Customer Service Management :

Lead call center operations, ensuring performance metrics such as response times, resolution rates, and customer satisfaction scores are met or exceeded.

Implement tools, technologies, and training programs to improve agent productivity and customer experience.

Monitor customer feedback and trends to identify areas for improvement.

Reporting & Analytics :

Develop and maintain comprehensive reporting frameworks to track KPIs and operational performance.

Analyze data to uncover insights and opportunities for process improvements.

Present findings to executive leadership, offering actionable recommendations.

Team Building & Leadership :

Recruit, mentor, and develop a high-performing operations team.

Foster a collaborative, inclusive, and results-oriented work environment.

Implement training and development programs to enhance team skills and career growth.

Strategic Planning :

Collaborate with executive leadership to set and execute long-term operational goals.

Identify and mitigate risks while optimizing resource allocation.

Lead cross-functional initiatives to drive innovation and operational excellence.

Pathway to Vice President of Operations :

Demonstrate strong leadership, strategic vision, and consistent results to earn consideration for promotion.

Take on additional responsibilities as needed to prepare for the transition into an executive leadership role.

Qualifications :

Bachelor's degree in business administration, Operations Management, or 7 years of experience in operations leadership, with a focus on call centers and customer service in the OTA, travel, or hospitality industry.

Strong analytical skills with experience in reporting tools, KPIs, and performance metrics.

Demonstrated success in building and leading high-performing teams.

Exceptional communication, organizational, and problem-solving skills.

Proficiency with CRM and call center software; experience with analytics platforms is a plus.

A track record of delivering operational improvements and driving scalability.

Preferred Qualifications :

Experience in scaling operations for high-growth online businesses.

Knowledge of emerging trends and technologies in the travel and OTA industry.

Proven ability to lead during times of change or high-pressure environments.

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Director of Operations/Call Center (Hospitality/travel industry)

What are the responsibilities and job description for the Director of Operations/Call Center (Hospitality/travel industry) position at Career Developers?

What is the career path for a Director of Operations/Call Center (Hospitality/travel industry)?

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