Reporting to the Regional Travel Optimization Manager, the Travel Service Manager (TSM) works backwards from the customer to reduce program gaps and deliver an exceptional traveler journey. The TSM makes fact based, data driven decisions and utilizes customer feedback to enhance service delivery. They create strategic initiatives to reduce customer effort and increase self-service adoption. The TSM is responsible for planning, documenting and execution of regional projects that deliver results and contribute to Amazon Travel & Events goals. Responsibilities include: Minimum of 5 years of experience in corporate travel management or a related field. Strong analytical skills, finding the story in data and identifying root cause in technical tickets. Travel Industry expert, with various supplier, corporate buyer roles, including Self-booking tools, Payments, Airline or Hotel supplier. Proficiency in travel management systems and related software. Experience in managing self-booking systems, including implementation planning, configuration validation and deployment of roadmap. Preferred knowledge of new business travel platforms. Project Management acumen including planning, managing scheduled timelines, stakeholder engagement and communication. Supplier support, including contract services, communication and management. Secondary language proficiency, both written and voice, preferred. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Ability to multitask and prioritize in a fast-paced environment. Additional Duties and Responsibilities: Support local and global stakeholders in initiatives providing subject matter expertise and guidance to integrate and support best practices. Identify, create and lead travel technology implementation for region. Document end to end traveler journey, understanding of customer movements, models, business areas, business types, travel types, spend trends, geographies. Lead Know Your Customer for designated region and traveler groups. Key Performance Measures: Alignment with global goals; Customer obsession, improve traveler experience via increased Net Promoter Scores and self-booking adoption growth. Skills: Detailed approach to customer journey: self-booking tool implementation, project management skills, strong relationship skills, strategic problem solving, MS (excel, word, ppt); good communication skills (written and verbal). Experience in managing projects, creating milestones and documenting successes. Competencies: Travel industry expertise with expertise in end to end travel journey. Experience in Corporate travel management, business travel technologies and travel operations, including program performance knowledge. Ability to build, nurture and enhance stakeholder relationships across various business verticals. Ability to understand, analyze and identify insights from travel data/reports with a next step and action item mindset. Innovative thinking and bias for action with a strong focus on quality assurance and attention to detail. Ability to work individually as well as collaborate in a team environment.
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