Director, Customer Excellence & Continuous Improvement

Job Description

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centres, Fareportal has built strong industry partnerships providing customers access to over 500 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including Cheap Oair and One Travel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat.

Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

The Director, Customer Excellence & Continuous Improvement will serve as the enterprise leader responsible for driving customer-centric transformation across Fareportal. Reporting to the Chief Operations Officer, this US-based executive will create and operate an enterprise feedback and improvement system connecting customer feedback, complaints, quality findings, frontline observations, training insights, automation-adoption data, and digital journey evidence to prioritized and sustainable improvements.

This role is not responsible for day-to-day contact center operations. Instead, the focus is on identifying systemic issues, uncovering root causes, driving corrective and preventive actions, and partnering with business leaders to improve customer outcomes, operational efficiency, and organizational effectiveness.

A key priority for this position will be leading automation and transformation and process redesign initiatives that reduce manual effort, eliminate process inefficiencies, minimize human error, and improve scalability through technology, AI, analytics, and intelligent workflow design that improve both efficiency and customer satisfaction.

• Serve as a strategic partner in advancing Fareportal's customer experience and operational excellence agenda.
• Establish and lead an enterprise-wide customer improvement portfolio that prioritizes high-impact customer and operational opportunities.
• Drive a culture of continuous improvement through measurable and sustainable change initiatives.
• Partner with senior leaders across Operations, Product, Technology, Analytics, Legal, Marketing, and Commercial teams to improve customer outcomes and business performance.
• Customer Excellence & Continuous Improvement
• Build and operate a closed-loop improvement framework connecting customer feedback, complaints, quality monitoring, employee insights, operational performance, and technology data.
• Lead root-cause analysis efforts to identify recurring customer and operational challenges.
• Develop corrective and preventive action plans to address systemic issues and prevent recurrence.
• Identify customer risks proactively and implement interventions before issues escalates into complaints or service failures.
• Drive enterprise learning through customer trends, complaint analysis, quality findings, and operational observations.
• Establish and continuously improve operational standards across Fareportal's global customer operations organization.
• Develop a culture centered on service excellence, professionalism, accountability, and continuous improvement.
• Ensure consistent delivery of exceptional customer experiences across all customer touchpoints.

• Lead the transformation of customer-facing processes through automation, AI, analytics, and technology-enabled solutions.
• Identify opportunities to eliminate manual processes, reduce operational risk, improve data accuracy, and minimize customer-impacting errors.
• Partner with Product and Technology teams to build scalable solutions that automate workflows, improve process efficiency, and enhance customer experiences.
• Champion the adoption of automation tools, AI capabilities, intelligent quality monitoring, agent assist technologies, proactive customer communications, and digital self-service solutions.
• Monitor and validate business outcomes from automation initiatives to ensure measurable improvements in productivity, quality, customer satisfaction, and cost efficiency.

• Lead proactive customer recovery strategies for customers identified through risk signals and operational trends.
• Oversee expert resolution teams supporting complex customer issues, escalations, policy interpretation, and complaint…