Management and delivery of the global quality frameworks across the Travel Partner Group and lines of business Develop and embed a governance model for change to quality tools and process Partner with operational teams, advising on topics arising from insights and experience data, creating a roadmap for the partner's experience Lead a portfolio of projects and initiatives setting delivering to ambitious goals and timelines and communicating status and actions to senior business leaders Represent the Voice of the Partner across TPG and use insight data to drive experience and improvements across interactions Develop the tools to measure quality mentor across TPG while removing the internal effort for colleagues, introducing simplified ways of working Collaborate across TPG business units to develop the what good looks like models Build innovative solutions to improve performance and close acquirement or knowledge gaps Make recommendations for operational improvements by analysing Quality performance Stay on top of customer and partner preferences, technology trends, and market demands Lead the organization and your team through change, growth, and scale with the evolution of the company Who you are 10 years of broad-based tech industry support operations experience including some combination of customer experience, program management, product management, and/or customer support and solutions An experienced CX leader, with demonstrated success in identifying critical points, devising innovative solutions, and leading cross-functional teams to deliver best-in-class customer experience Data-led with an analytical approach Confident analysing large data sets to find opportunities and influence business decision-making Compelling influence skills Strong personality to inspire key partners to take action towards advancing shared interests and business goals Able to work comfortably with incomplete information, deal with ambiguity, and aim to resolution A high competency and expansive experience in customer and sales operations support Able to interact efficiently with multiple international internal and external customers Experience building and leading teams and working in a matrix organization Strong team orientation and communication skills Strong problem solving and analytical capabilities Good business understanding and discernment Experience handling complex projects and driving metrics Able to prioritize and lead multiple initiatives simultaneously Experience working in leadership positions at best-in-class organizations Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience
