Head of Support

• Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals.
• Act as a change agent, driving improvements in partner support models within a matrixed organizational environment.
• Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction.
• Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices.

• Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards.
• Understand B2A partners’ pain points to implement improvements that balance customer needs with operational efficiency.
• Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity.

• Maintain regular communication with B2A partners on operational matters, including deal processing and client management.
• Serve as the primary liaison between operational teams and B2A business stakeholders.
• Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met.

• Work alongside Operational leaders to build team structures that effectively support the B2A business line.
• Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.]
• Support team leads in performance management, ensuring service teams meet expectations and quality standards.

• Proven experience in service operations or customer experience leadership within the travel industry is required;

• Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives;
• Experience working in matrix or cross-functional environments is strongly preferred;
• Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions;
• Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools;
• Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them;
• Strong leadership skills with experience managing or influencing large teams;
• Excellent communication and stakeholder management skills;
• Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements;
• High emotional intelligence; able to navigate ambiguity and resolve conflicts;
• Strategic thinker with analytical mindset;
• Resilient and adaptable in a fast-paced, constantly changing environment;
• Collaborative team player with strong sense of accountability and attention to detail.
  

• Flexible schedules and opportunity to work remotely;
• Ambitious and supportive team who love what they do, appreciate each other, and grow together;
• Internal programs for adaptation and training, development of soft skills, and leadership abilities;
• Partial compensation for participating in external training and conferences;
• Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world;
• Corporate prices on hotels and travel services;
• MyTime Day Off - an extra non-working day without loss of compensation.

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