Associate Operation Manager - Customer Care Accommodation

Associate Operation Manager – Customer Care Accommodation Job Description

Manage the operational performance. Responsible for overseeing the day‑to‑day operations of the accommodation ID domain. Play a pivotal role in managing operational efficiency, improving processes, and ensuring high‑quality service delivery. Be accountable for the output and performance of the accommodation ID domain, ensuring that KPIs and SLAs are consistently met.

Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, manpower planning and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.

Identify pain points and implement improvements: analyze current operational processes to identify inefficiencies and areas for improvement. Propose and implement solutions to streamline workflows and enhance service delivery.

Fine‑tune operational metrics: review and refine key performance metrics to ensure alignment with company goals. Continuously monitor performance to identify opportunities for optimization.

Crisis management: Effectively manage crises within the accommodation ID domain, ensuring swift resolutions and maintaining service continuity during disruptions.

Develop roadmap: Create and execute short‑to‑medium‑term roadmaps for accommodation operations, ensuring alignment with overall business objectives and continuous growth.

Independent decision‑making: Make independent decisions to resolve operational challenges, driving improvements and aligning with business needs.

Domain mastery: Develop deep expertise in accommodation management, staying up‑to‑date with industry trends, regulations and best practices to ensure operational excellence.

Collaboration: Act as a liaison between customer care and key teams such as marketing, product, and finance to ensure a seamless customer experience.

Job Requirements

Bachelor’s degree in any major from a top university. Degrees in Tourism are preferred.

Proficient knowledge in customer satisfaction management and related hospitality industry (hotel, travel agents, or other hospitality).

Analytical thinking: strong analytical skills with the ability to assess performance data and propose actionable insights.

Experience in managing BPO performance.

Strong strategic planning and execution skills.

Excellent knowledge in service or complaint & recovery management or basic knowledge of sales & marketing.

Strong writing, communication, presentation, negotiation, and analytical skills.

English proficiency – demonstrated proficiency in speaking and writing is required.

COPC literate; COPC certified will be an advantage.

Proficient in Microsoft/Google/BI tools, CRM tools, and other applications (Word, Excel, PowerPoint, databases, GDocs, GSheets, Google Data Studio, Tableau, Zendesk, Salesforce, Siebel, etc.).

Minimum 3–5 years of operations management experience, ideally within accommodation or hospitality. Experience managing teams and processes preferred.

Demonstrated leadership experience, including leading and developing high‑performing teams.

Proven track record of driving operational excellence and delivering results in a fast‑paced, dynamic environment.

Seniority Level Mid‑Senior level

Employment Type Full‑time

Job Function Management and Manufacturing

Industries Software Development

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