Lead complex travel investigations through root cause analysis and data research in a manager position supporting customer issue resolution. Apply travel systems knowledge across operational challenges.
The Manager, Travel Research & Analysis leads investigations involving complaints, booking issues, supplier disputes, platform defects, and operational breakdowns. This manager analyzes records, logs, transactions, and communications to determine causes and recommendations. The work coordinates Product, Technology, Operations, Supplier Management, Finance, and Customer Service teams while improving resolution consistency.
Key Responsibilities:
- Investigate complex complaints, booking issues, disputes, and platform defects
- Analyze records and communications to identify root causes
- Recommend corrective actions and document detailed case histories
- Coordinate escalated customer issue resolutions and remediation
- Present trends, metrics, and recommendations to senior leadership
Requirements:
- Bachelor's degree or equivalent experience in a relevant field
- Seven or more years in travel operations or analysis
- Experience conducting root cause analysis and resolving complex issues
- Strong analytical, problem-solving, communication, and presentation skills
- Professional spoken and written English communication
Use travel research, operational analysis, and stakeholder management to resolve complex issues and strengthen customer outcomes through Aspire Lifestyles.
Travel Operations Research Manager in Ottawa employer: International SOS group
International SOS is an exceptional employer that prioritizes the safety and well-being of its employees while fostering a collaborative work culture. With a strong emphasis on continuous training and professional development, you will have ample opportunities to grow your skills in emergency response and leadership. Located in a dynamic environment, our team enjoys unique advantages such as access to cutting-edge resources and a commitment to making a meaningful impact in emergency services.
