Job Summary

As a Manager, Travel Experience Consultant, you will lead a dedicated team of Travel Consultants. This role requires a unique blend of people leadership, operational management, and relationship cultivation. You will be responsible for the day-to-day oversight of your team, ensuring they provide exceptional service, while also managing the strategic service relationship with the dedicated customers Travel Manager and Specialists.

Your leadership will be key to developing a high-performing team, driving continuous improvement, and ensuring the success of the offline travel program for our most valued customers.

This is a Remote Chance within Mumbai, requires candidate to be based in Mumbai.

What You'll Do
- People Leadership Development: Serve as the frontline manager for a team of Business Travel Consultants. You will be responsible for coaching, training, and upskilling team members to deliver a best-in-class customer experience.
- Performance Management: Conduct regular 1:1 meetings and quarterly reviews to monitor progress, set clear expectations,



and track career development using career maps. Provide continuous performance feedback to encourage desired behaviors and ensure alignment with corporate goals.
- Operational Management: Oversee the teams operational performance, monitoring call queues (ACD) and SLAs to ensure goals are met. You will perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements.
- Customer Relationship Management: Act as the primary point of contact for the dedicated customers Travel Manager. You will conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements.
- Issue Escalation Resolution: Take ownership of customer escalations, managing and resolving issues from start to finish. You will coach your team to proactively address traveler inquiries and aim for first-contact resolution. A

📌 Manager, Travel Experience (Mumbai)
🏢 Shorebird Technologies
📍 Mumbai