Team Leader- Service Delivery

What You’ll Do

• Act as the People Leader for all Travel Consultants in the team.
• Provide regular, documented coaching to team members, ensuring they meet or exceed performance targets.
• Monitor, review, and coach on all KPI metrics at both the individual and team level.
• Investigate service and quality errors, then provide coaching and feedback.
• Manage underperformance promptly, engaging employees in Performance Improvement Plans and formal warnings, working with HR as needed.
• Analyze CSAT performance, identify actions, and communicate results.

• People leadership experience managing a team of Travel Consultants.
• Passion for coaching with strong questioning and listening skills.
• Solution orientation, encouraging employees to find their own solutions.
• Relationship building and management abilities.
• Strong customer‑service focus.
• Customer‑ and data‑driven decision‑making.
• Technical savvy; experience with Sabre or other GDS systems is a plus.
• Experience working in a client‑first environment.
• Track record of meeting and achieving financial metrics and service targets.
• Comfortable working in a high‑volume, rapidly changing, demanding service environment.
• Business travel or travel services experience is desirable but not essential.
• Strong sense of urgency while maintaining detail accuracy under pressure.
• Ability to prioritize, multitask, and handle high volume effectively.
• Delegation skills for prioritizing tasks for others.
• Professional, flexible, proactive, with a strong desire to succeed.
• Business travel knowledge is highly preferred.

Location:

United States.

Annual base salary range: $41,500 to $80,500. This role is eligible for an annual Performance‑Based Incentive that rewards participants based on company performance.

• Health, welfare, and retirement benefits tailored to each country.
• Parental leave, adoption assistance, and other family support programs.
• Travel perks with weekly deals from major travel providers.
• Global tuition assistance, access to over 20,000 courses, leadership development opportunities.
• Inclusive culture with global Inclusion Groups.
• Well‑being resources supporting mental and emotional health.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. We are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process.