Client Services Operations Manager (Travel Operations) (New York)

About the RoleWe're looking for a seasoned operator from the corporate travel world — someone who's built processes, managed teams, and thrives in the weeds of complex, high-stakes trip logistics. This is not a relationship-fluff role. It's a builder role: you'll create the systems, SOPs, and escalation infrastructure that allows a team of 6–8 travel agents to deliver flawless experiences for ultra-high-net-worth clients at serious scale.You'll be the operational backbone of our client services team, the final eye on quality, the architect of process, and the shield between the CEO and every request that doesn't need to reach her desk.If you're energized by finding inefficiencies, fixing them before they happen again, and holding a team to an exceptionally high standard, this role was built for you.What You'll DoTeam Management & AccountabilityDirectly manage 6-8 travel agents, overseeing daily workflows, scheduling, and performance against SLAsMonitor a high-ticket request volume (100+ per week) across agents simultaneously managing multiple trips, events, and client requestsAudit team adherence to SOPs and provide consistent coaching to ensure 100% alignment with brand standardsOnboard and train new team members, building a repeatable ramp processForecast staffing needs based on trip volume and complexity to prevent burnout and coverage gapsDeliver monthly reports on SOP adherence, QA results, team workload, and capacity planningProcess Architecture & The PlaybookWrite, audit, and maintain the Sienna Charles Way — our SOPs for trip planning, vendor coordination, client communication, and escalation handlingBuild and own a tiered escalation system that routes the right issues to the CEO while shielding her from requests that can and should be resolved at the team levelConduct root cause analysis on service failures and escalations; document findings and update processes to prevent recurrenceContinuously analyze team feedback and client escalations to identify operational gaps and implement fixes fastQuality Assurance & CompliancePerform QA on all client-facing communications — itineraries, proposals, emails — ensuring they are error-free, logistically sound, and on-brand before they go outMonitor the integrity of client profiles, vendor data, and trip details for accuracy at all timesTrack and enforce SLA compliance across the full agent teamTrip Operations & LogisticsMonitor ALL active trips at all times - you are the eyes on the boardOversee complex, layered itineraries with international partners across multiple time zonesServe as the senior escalation point for in-trip issues, handling urgent situations with a structured, drama-free approachTech Stack & AutomationServe as administrator for Monday.com, Kustomer, and Google WorkspaceBuild automations to eliminate manual data entry (booking confirmations, follow-up sequences, task routing)Ensure all platforms communicate seamlessly to reduce double-work and human errorNote: We are developing a proprietary app later this year, so please highlight any relevant experience with product development, beta testing, or tech build-outs in your cover letterCustomer Success & RetentionTrack membership timelines and execute proactive renewal workflows starting 60 days prior to expirationMonitor at-risk client behavior and usage patterns to flag churn risk early and drive retentionWhat We're Looking For5+ years in corporate or luxury travel, with at least 2 years in a team lead, operations manager, or senior agent roleLevel 3 travel agent experience with a corporate or high-volume background — execution-first mindset requiredProven experience managing teams of 3+ and building operational infrastructure from scratchDeep familiarity with complex touring programs and layered international logisticsExperience in process architecture, SOP development, automation, and QAProficiency with CRM platforms; Monday.com and Kustomer experience a strong plusBackground in customer success, experience in retention management a plusComfort working across time zones and with international vendor networksStrong analytical instincts — you can read data, spot patterns, and act on themExperience onboarding and training new team membersSalary range: $70-90k depending on experienceWho You AreDetail-obsessed: You catch the typos, formatting glitches, and logic gaps others miss; and you build systems so they don't happen againCalm under pressure: Urgent travel escalations don't rattle you; you triage, communicate, and resolve with structureA builder: You're not here to maintain the status quo, you're here to create the playbook, then hold everyone to itSOP-driven: You believe that great service is repeatable, and repeatability requires process