Director of Operations & Customer Service Americas

About the role

The Director of Operations & Customer Service Americas will lead operational performance and customer service strategy for accommodation, transfers and excursions across the Americas. Reporting to senior management, the role combines strategic leadership with hands‑on oversight to ensure efficiency, profitability and a seamless travel experience.

Key responsibilities

• Strategic responsibilities: ensure compliance with service standards, lead continuous‑improvement initiatives, monitor and optimise product portfolio performance, participate in strategic meetings with Commercial, Contracting, Product and Finance teams, forecast operational capacity versus demand and manage operational and reputational risks.
• Operational responsibilities: approve and manage critical incidents and escalations, guarantee timely, accurate communication across teams, oversee day‑to‑day operations of accommodation, transfers and excursions throughout the Americas region.

Required profile

• Proven senior leadership experience in tourism or hospitality operations.
• Strong expertise in customer service management, financial analysis and supplier relationship management.
• Demonstrated ability to drive process optimisation and continuous‑improvement initiatives.
• Experience collaborating with cross‑functional teams such as Commercial, Contracting, Product and Finance.

Required skills