Reports to: Chief Operating Officer
Location: United States (New York, Miami, Nevada, Phoenix preferred)
Job Description
Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centres, Fareportal has built strong industry partnerships providing customers access to over 500 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.
Role Overview:
The Director, Customer Excellence & Continuous Improvement will serve as the enterprise leader responsible for driving customer-centric transformation across Fareportal. Reporting to the Chief Operations Officer, this US-based executive will create and operate an enterprise feedback and improvement system connecting customer feedback, complaints, quality findings, frontline observations, training insights, automation-adoption data, and digital journey evidence to prioritized and sustainable improvements.
This role is not responsible for day-to-day contact center operations. Instead, the focus is on identifying systemic issues, uncovering root causes, driving corrective and preventive actions, and partnering with business leaders to improve customer outcomes, operational efficiency, and organizational effectiveness.
A key priority for this position will be leading automation and transformation and process redesign initiatives that reduce manual effort, eliminate process inefficiencies, minimize human error, and improve scalability through technology, AI, analytics, and intelligent workflow design that improve both efficiency and customer satisfaction.
What You Will Own
Strategic Leadership
- Serve as a strategic partner in advancing Fareportal's customer experience and operational excellence agenda.
- Establish and lead an enterprise-wide customer improvement portfolio that prioritizes high-impact customer and operational opportunities.
- Drive a culture of continuous improvement through measurable and sustainable change initiatives.
- Partner with senior leaders across Operations, Product, Technology, Analytics, Legal, Marketing, and Commercial teams to improve customer outcomes and business performance.
- Customer Excellence & Continuous Improvement
- Build and operate a closed-loop improvement framework connecting customer feedback, complaints, quality monitoring, employee insights, operational performance, and technology data.
- Lead root-cause analysis efforts to identify recurring customer and operational challenges.
- Develop corrective and preventive action plans to address systemic issues and prevent recurrence.
- Identify customer risks proactively and implement interventions before issues escalate into complaints or service failures.
- Drive enterprise learning through customer trends, complaint analysis, quality findings, and operational observations.
Service Excellence
- Establish and continuously improve operational standards across Fareportal's global customer operations organization.
- Develop a culture centered on service excellence, professionalism, accountability, and continuous improvement.
- Ensure consistent delivery of exceptional customer experiences across all customer touchpoints.
Operational Transformation & Automation
- Lead the transformation of customer-facing processes through automation, AI, analytics, and technology-enabled solutions.
- Identify opportunities to eliminate manual processes, reduce operational risk, improve data accuracy, and minimize customer-impacting errors.
- Partner with Product and Technology teams to build scalable solutions that automate workflows, improve process efficiency, and enhance customer experiences.
- Champion the adoption of automation tools, AI capabilities, intelligent quality monitoring, agent assist technologies, proactive customer communications, and digital self-service solutions.
- Monitor and validate business outcomes from automation initiatives to ensure measurable improvements in productivity, quality, customer satisfaction, and cost efficiency.
Customer Advocacy & Recovery
- Lead proactive customer recovery strategies for customers identified through risk signals and operational trends.
- Oversee expert resolution teams supporting complex customer issues, escalations, policy interpretation, and complaint resolution.
- Implement processes that identify and protect potentially impacted customers when systemic failures occur.
- Ensure regulatory complaints and customer grievances are addressed through resolution, root-cause correction, and enterprise-wide learning.
Quality, Training & Adoption
- Establish quality frameworks, calibration processes, performance scorecards, and continuous feedback mechanisms.
- Leverage quality monitoring programs to generate actionable business insights.
- Ensure training initiatives are aligned to root causes and measurable performance improvements.
- Assess and improve adoption of new processes, tools, and technologies across operations.
- Lead global quality assurance programs across voice, chat, and digital customer interactions.
- Identify trends and implement corrective actions that improve customer satisfaction and operational performance.
Technology & Innovation
- Identify opportunities where AI, machine learning, automation, predictive analytics, knowledge management, and customer intelligence can improve customer experience and business performance.
- Support the development of data-driven decision-making capabilities across customer operations.
- Partner with technology teams to ensure solutions are scalable, user-friendly, and aligned with business objectives.
Team Leadership
- Build and develop high-performing teams focused on customer excellence, quality, continuous improvement, and transformation.
- Foster a culture of accountability, innovation, collaboration, and customer advocacy.
- Mentor leaders and individual contributors while promoting data-driven problem solving and operational excellence.
Qualifications
Education
- Bachelor's degree required. (Computer Science preferred)
- MBA or advanced degree preferred.
Experience
- 15+ years of experience in Customer Excellence, Operational Excellence, Continuous Improvement, Business Transformation, Customer Operations, or related fields.
- Proven track record leading enterprise transformation initiatives and delivering measurable business outcomes.
- Experience building and scaling continuous improvement and customer experience programs.
- Demonstrated success implementing automation, technology, and process transformation initiatives.
- Experience working across Operations, Product, Technology, Analytics, Quality, Legal, and Customer Service functions.
Technical Expertise
- Strong understanding of customer experience management, process improvement methodologies, automation, AI, and analytics.
- Experience with Voice of Customer (VoC), complaint management, customer journey optimization, and performance management frameworks.
- Knowledge of automation technologies, workflow tools, AI-enabled service solutions, and operational analytics.
Leadership Skills
- Exceptional communication, stakeholder management, and executive influencing skills.
- Ability to lead cross-functional initiatives without direct operational ownership.
- Strong analytical, strategic thinking, and problem-solving capabilities.
Key Performance Indicators (KPIs)
- Customer satisfaction and service quality.
- Reduction in recurring customer issues and complaint volumes.
- Increase in proactive customer issue identification and resolution.
- Measurable business value delivered through improvement initiatives.
- Reduction in manual processes and human error through automation.
- Increased adoption of AI, automation, and technology-enabled solutions.
- Improvement in operational efficiency, quality, and process compliance.
- Successful implementation and sustainment of transformation initiatives.
- Training effectiveness and certification outcomes.
- Adoption of AI-enabled quality and learning tools.
Benefits
- Competitive base salary & Incentive Bonus (commensurate with experience)
- Medical, Dental & Vision Insurance
- Competitive Paid Time Off
- Employee Technology Trainings & Wellness Programs
Why Join Fareportal?
Opportunity to work with global teams and contribute to campaigns reaching millions of U.S. travelers. High-growth environment with a focus on innovation, technology, and customer impact.
Collaborative culture that values creativity, problem‑solving, and continuous learning.
Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Fareportal reserves the right to change the job duties, responsibilities, expectations or requirements posted here at any time at the Company’s sole discretion, with or without notice.
Our company is proud to be an equal opportunity employer. We strive to create a culture of diversity and inclusion for all our team members and are committed to maintaining a workplace that is free from unlawful discrimination and harassment. Unlawful discrimination based upon race, color, religious creed, sex, gender, pregnancy, gender identity, gender expression, sexual orientation, national or ethnic origin, ancestry, citizenship, age, marital status, genetic information, medical condition, physical or mental disability, military and veteran status and all other characteristics prescribed by law is strictly prohibited.
🌎 Americas | Ref ID: ST-13429
