Sales Operations Manager | Travel Account

The Sales Operations Manager will lead and optimize a team of travel experts supporting a global tour operator serving US and Australia–based customers. This role oversees sales performance, operational efficiency, and customer experience across digital support channels—including Chat and Email.

A key mandate for this position is to drive continuous improvement initiatives aimed at increasing the Net Conversion Rate (NCR%), aligning with the client’s updated KPI targets. The manager will work closely with stakeholders across Sales, Digital Operations, Training, and Quality to ensure consistent delivery of high‑quality, revenue‑generating customer interactions.

Responsibilities:

• Manage day‑to‑day sales operations for the Digital Team (Chat and Email channels) to optimize customer engagement and maximize Net Conversion Rate.
• Monitor sales funnels, identify drop‑off points, and implement strategies to increase conversions and booking closures.
• Ensure team performance meets or exceeds client KPIs including NCR%, productivity, AHT, quality, and customer satisfaction.
• Generate regular reports, dashboards, and insights for internal leadership and client partners.
• Lead, coach, and motivate a team of travel sales specialists delivering services to US and AU customers.
• Conduct performance reviews, quality calibrations, and one‑on‑one coaching sessions with a strong focus on sales effectiveness and consultative selling.
• Partner with Training and QA teams to enhance product knowledge, digital communication skills, and sales conversion techniques.
• Oversee workflows for Chat, Email, and limited B2B voice transactions (air fulfillment and specialized bookings).
• Streamline processes and implement SOPs to improve response times, accuracy, and customer satisfaction.
• Collaborate with cross‑functional teams to resolve escalations, optimize tools, and enhance digital customer journeys.
• Work with the client’s sales and digital teams to align local operations with global business goals.

Qualifications:

• 3–5+ years of experience in sales operations, digital sales, or travel operations; previous leadership experience required.
• Strong knowledge of travel industry workflows (tour packages, air fulfillment, rebooking policies, GDS familiarity is a plus).
• Proven ability to manage digital channels (Chat/Email) in a sales or customer service environment.
• Exceptional analytical, communication, and stakeholder management skills.
• Experience driving conversion improvements or digital sales performance metrics is highly desirable.