International Products Support Manager

Overview:
The International Products Support Manager is responsible for leading and overseeing the performance of support teams across flights, hotels, and tours. This role ensures high-quality service delivery, process optimization, achievement of KPIs, and supports strategic decision-making by senior management. The position is critical for enhancing customer satisfaction, improving team efficiency, and overall service experience.

Key Responsibilities:
•    Lead and manage supervisors and team members across international products support (flights, hotels, tours).
•    Ensure call center and IPF KPIs are met, providing regular reports to senior management.
•    Manage critical situations during peak periods or high workload.
•    Identify and resolve operational and process-related issues affecting service quality and customer experience.
•    Plan and oversee training and professional development programs for supervisors and team members.
•    Review and optimize processes to reduce response time according to SLA and improve operational efficiency.
•    Address financial disputes related to customer support and implement corrective actions.
•    Collaborate with external stakeholders such as airlines, hotels, and GDS providers to ensure smooth operations.
•    Participate in recruitment interviews and employee performance evaluations.
•    Promote a culture of feedback, succession planning, and team development.
•    Monitor adherence to approved processes and coordinate with other units to meet operational needs and ongoing projects.
•    Ensure the team stays up-to-date with internal policies, guidelines, and process changes.

Requirements:
•    Minimum 5 years of experience in managing customer support teams.
•    Experience in international flight support is a plus.
•    Bachelor’s degree, preferably in Tourism Management, Industrial Engineering, Project Management, or English.
•    Proficiency with reporting tools and ticketing systems.
•    Advanced Excel skills and ability to analyze operational data.
•    Strong leadership and team-building abilities.
•    Excellent communication and negotiation skills.
•    Ability to provide constructive feedback effectively.
•    High emotional intelligence, empathy, and accountability.
•    Creativity and a continuous improvement mindset.
•    Familiarity with AI tools.