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Job Title

Operational Account Manager

Department

Operations - Customer Services

Location (primary)

Orlando, Florida

Reports to

Head of Operational Account Management and Customer Service

As an Operational Account Manager for our North America region, you will be a key point of contact for strategic customers and business-critical operational issues. Acting as the voice of the customer within Customer Service, you will ensure customer concerns, operational risks and service challenges are clearly understood, communicated and appropriately escalated across the business.

The role holder will manage a portfolio of assigned customers, take ownership of complex operational escalations and ensure actions are effectively coordinated, tracked and communicated through to resolution. Success in this role relies on strong operational knowledge, sound judgement and the ability to navigate complex situations involving multiple stakeholders and competing priorities.

You will work closely with Customer Service, Commercial, Supply and Technology teams, maintaining visibility of customer-impacting issues, advocating for customer needs.

In addition, the role plays an important part in identifying operational trends, producing service performance reporting, supporting service reviews and driving continuous improvement initiatives that enhance the overall customer experience.

This role is ideally suited to candidates with strong Customer Service or Operations experience who are comfortable managing escalations, analysing data, presenting operational insights and working within fast-paced service environments.

Responsibilities include but not limited to:

• Act as the primary operational point of contact for assigned customers, maintaining oversight of customer issues, escalations and service-related matters.
• Own and coordinate operational escalations for assigned accounts and critical business situations, ensuring actions are tracked, documented, followed up and communicated through to resolution.
• Act as the voice of the customer within Customer Service, ensuring customer concerns, operational challenges and service impacts are understood and appropriately communicated across the business.
• Investigate customer issues and identify root causes, working with internal stakeholders to support effective resolution and highlight opportunities for service improvement.
• Maintain accurate records of escalations, actions, decisions and customer impacts, ensuring all activity is appropriately documented within company systems.
• Analyse operational trends, escalation themes and customer feedback, identifying recurring issues, operational risks and opportunities to improve the customer experience.
• Produce and present regular service reviews, operational reporting and customer updates, providing meaningful insights, observations and recommendations to internal and external stakeholders.
• Develop and maintain customer operational documentation, including customer-specific processes, requirements, risks and escalation pathways.
• Support continuous improvement initiatives by providing customer insight, operational feedback and reporting that helps inform business decisions and service enhancements.
• Build strong working relationships across Customer Service, Commercial, Supply and Technology teams, helping ensure customer-impacting issues receive appropriate visibility, ownership and follow-up

• Extensive travel industry experience working within Operations, Customer Service, Customer Success, and/or Commercial teams.
• Proven ability to manage complex customer relationships and escalations.
• Strong analytical and problem-solving capabilities with the ability to interpret data and identify trends.
• Experience presenting operational performance to both internal and external stakeholders.
• Experience leading projects, process improvements or continuous improvement initiatives.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple priorities.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Experience with customer service platforms, reporting tools and operational dashboards is highly desirable.
• People management experience is desirable.

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe 🌎
• Dynamic environment with the chance to grow, influence & impact change
• Disruptive, fast-growing market leader within travel & endless possibilities 💼
• Culture built on collaboration🤝 empowerment and innovation 💡

WebBeds is a global B2B marketplace that unites supply with demand, connecting hotels with travel buyers all around the world - making distribution simpler, smarter and more flexible.

In today's dynamic and often fragmented travel landscape, we unite supply and demand through technology, data, and local expertise - giving our partners greater control, visibility, flexibility and choice.

Hotels can manage content and pricing in real time, and travel buyers can connect simply to access global content to curate and book exceptional travel experiences.

Backed by a global team, we deliver more than reach. We provide local expertise, service, and support that help the travel industry move forward - together.

• We are a global travel intermediary, connecting hotels with travel buyers.
• We have 1900+ people speaking 50+ languages in 120+ cites across 50+ countries
• We partner with over 500,000+ properties in more than 38,000 bookable locations
• We work with more than 50,000 travel companies in 145 source markets
• We have an amazing Technology team focussed on delivering valuable outcomes using innovative tech

Find out a little about life at WebBeds...

Learn more about the WebBeds business...