Customer Operations Manager leading Aspire Software’s support and professional services teams. Optimizing SaaS customer experience, onboarding, service delivery, and AI - enabled workflows.
About the role
- Partner operations supervisor leading reservation support for Pursuit’s hotels, attractions, transportation, and dining businesses. Coaching teams, managing workflows, and resolving travel-partner escalations.
Responsibilities
- Oversee daily Partner Operations workflows for travel trade and MICE partner requests
- Manage reservations and inventory across lodging, attractions, transportation, and food and beverage
- Answer phones, assist with email queues, process reservations, and maintain service levels
- Lead workforce management, including scheduling, coverage monitoring, capacity-gap identification, and contingency coverage
- Coach and develop team members through feedback, one-on-ones, and onboarding
- Prepare and share performance and operational reporting with Partner Operations Managers
- Serve as a subject matter expert on Pursuit products and team systems
- Support troubleshooting, training, system adoption, and data accuracy
- Perform quality assurance checks on reservations, payments, partner communications, and team processes
- Identify process gaps and propose practical solutions
- Resolve complex partner issues and serve as the first escalation point
- Build relationships with travel trade and MICE partners
- Collaborate with Partner Operations Managers and Partner Operations Support Manager on priorities, risks, SOPs, training resources, best practices, and KPI trends
Requirements
- 2+ years of experience in a high-volume reservation, hospitality, or customer service environment
- Experience in a lead, supervisory, or team coordination capacity
- Ability to lead, coach, and develop a team while remaining hands-on
- Experience managing workforce needs, schedules, coverage, and workloads
- Strong working knowledge of reservation systems, booking engines, and ticketing platforms
- Ability to monitor performance and interpret KPIs and SLAs
- Experience handling escalations and difficult partner conversations
- Strong attention to detail and quality assurance experience
- Proven change-management ability
- Continuous improvement mindset
- Service-first hospitality mindset
- Professionalism in a fast-paced, dynamic, seasonal environment
- Ability to collaborate with cross-functional and geographically dispersed teams
- Excellent written and verbal communication skills in English
- Comfort working with reports and dashboards
- Availability to work weekends, holidays, and extended hours as needed
- Legal ability to work in both Canada and the United States
- Legally authorized to work in the country where the position is based
Benefits
- Free access to Pursuit attractions
- 50% off for friends at Pursuit attractions
- Discounts on hotel stays, dining, and retail
- Subsidized mental health and wellness resources
- Inclusive, global team environment
- Reasonable accommodation for persons with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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