Head of Support

4 settimane fa

Roma, Italia RateHawk A tempo pieno

Strategic Leadership & Service Transformation

Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals
Act as a change agent, driving improvements in partner support models within a matrixed organizational environment
Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction
Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices

Operational & Commercial Alignment

Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards
Understand B2A partners' pain points to implement improvements that balance customer needs with operational efficiency
Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity

Stakeholder & Partner Engagement

Maintain regular communication with B2A partners on operational matters, including deal processing and client management
Serve as the primary liaison between operational teams and B2A business stakeholders
Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met

Team & Process Management

Work alongside Operational leaders to build team structures that effectively support the B2A business line
Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery
Support team leads in performance management, ensuring service teams meet expectations and quality standards

Requirements

Proven experience in service operations or customer experience leadership within the travel industry is required
Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives
Experience working in matrix or cross-functional environments is strongly preferred
Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions
Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools
Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them
Strong leadership skills with experience managing or influencing large teams
Excellent communication and stakeholder management skills
Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements
High emotional intelligence; able to navigate ambiguity and resolve conflicts
Strategic thinker with analytical mindset
Resilient and adaptable in a fast-paced, constantly changing environment
Collaborative team player with strong sense of accountability and attention to detail

Benefits

Flexible schedules and opportunity to work remotely
Ambitious and supportive team who love what they do, appreciate each other, and grow together
Internal programs for adaptation and training, development of soft skills, and leadership abilities
Partial compensation for participating in external training and conferences
Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world
Corporate prices on hotels and travel services
MyTime Day Off - an extra non-working day without loss of compensation

Learn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice
#J-18808-Ljbffr

  • Head of Technical Support

    14 ore fa

    Roma, Italia TechBiz Global GmbH A tempo pieno

    At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you. This role is central to delivering a seamless and...

  • Head of Impact

    1 settimana fa

    Roma, Italia Still I Rise NGO A tempo pieno

    **Head of Impact** - **Department: Programs / Operations** - **Location**:Remote - **Supervisor: General Counsel**: - **Compensation**:Based on experience **Job Description - Still I Rise, an international NGO, works towards development and the realization of humanitarian projects aiming at providing education and support to refugee children and youth, _is...

  • Head of Distribution

    2 settimane fa

    Roma, Italia Iama Risorse Umane A tempo pieno

    IAMA Risorse è una società riconosciuta e punto di riferimento per l’attività di ricerca e selezione, head hunting e gestione di progetti HR nei settori Banking, Insurance, Industry, Servizi e Information Technology & Digital. Il nostro cliente è una realtà insurtech giovane, veloce e ambiziosa, con un modello ed una proposition unici che mette al...

  • Head of sales

    4 giorni fa

    Roma, Italia Hartmann Young A tempo pieno

    Head of Sales - Italy (Veterinary Diagnostics)Language: Fluent Italian & EnglishTravel: Approx. 1 day per month on-site (Northern Italy)The OpportunityHartmann Young is partnering with a fast-growing European veterinary diagnostics company to appoint a Head of Sales for Italy, covering both laboratory services and point-of-care (POC) diagnostic...

  • Head of Sales

    6 giorni fa

    roma, Italia Altro A tempo pieno

    Head of Sales - Italy (Veterinary Diagnostics)Travel: Approx. 1 day per month on-site (Northern Italy)The OpportunityHartmann Young is partnering with a fast-growing European veterinary diagnostics company to appoint a Head of Sales for Italy, covering both laboratory services and point-of-care (POC) diagnostic solutions.This is a high-impact leadership role...

  • Head of Sales

    6 giorni fa

    roma, Italia Hartmann Young A tempo pieno

    Head of Sales - Italy (Veterinary Diagnostics)Language:Fluent Italian & English Travel:Approx. 1 day per month on-site (Northern Italy) The OpportunityHartmann Young is partnering with a fast-growing European veterinary diagnostics company to appoint a Head of Sales for Italy, covering both laboratory services and point-of-care (POC) diagnostic solutions....

  • Head of Support

    4 settimane fa

    roma, Italia RateHawk A tempo pieno

    Strategic Leadership & Service TransformationDevelop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goalsAct as a change agent, driving improvements in partner support models within a matrixed organizational environmentDefine and track key performance indicators (KPIs) and success metrics...

  • Head of Support

    10 ore fa

    roma, Italia RateHawk A tempo pieno

    Strategic Leadership & Service TransformationDevelop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goalsAct as a change agent, driving improvements in partner support models within a matrixed organizational environmentDefine and track key performance indicators (KPIs) and success metrics...

  • Head of Support

    3 giorni fa

    Roma, Italia RateHawk A tempo pieno

    Strategic Leadership & Service Transformation Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals Act as a change agent, driving improvements in partner support models within a matrixed organizational environment Define and track key performance indicators (KPIs) and success...

  • Head of Sales

    13 ore fa

    Roma, Italia Attitude A tempo pieno

    Attitude works directly with his Partners to bring on the market the perfect B2B strategy, with the purpouse of a distribution of the payments services. We work with passion and determination, which are necessary values to achieve the set goals. A positive and proactive attitude is necessary to bring a vision outside the box! Now, we’re looking for a -...