The Role
The Customer Operations Manager oversees the performance of outsourced contact centers, ensuring high-quality customer service, operational efficiency, and driving improvements through AI and data analysis.
Summary Generated by Built In
Tech that takes you places
We’re CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let’s go places together.
Delivering consistent, high-quality customer service at scale requires strong ownership and disciplined governance. This role leads the end-to-end performance of CarTrawler’s outsourced contact centres, balancing customer experience, efficiency, quality and cost. Acting as the single-thread owner for outcomes, the Customer Operations Manager turns insight into action through strong partner leadership and operational rigor.
Your Journey starts here!
What you’ll do as a Customer Operations Manager
- Own customer service performance across outsourced partners, with accountability for CX, efficiency, quality and complaints outcomes.
- Partner with internal tech/insights teams to ensure operational needs are understood and changes land effectively (CRM/digital/telephony/AI workflows).
- Champion AI-enabled ways of working that improve quality and speed (e.g., summarisation, insight-led coaching, knowledge suggestions).
- Chair governance forums with outsourcers, approving recovery plans and holding partners accountable for delivery.
- Lead quality, training and knowledge effectiveness, ensuring interventions translate into sustained performance improvement.
- Own escalations and complaints as a business risk, driving systemic fixes and prevention strategies.
- Partner with technology and insights teams to ensure new tools, AI capabilities and process changes land effectively.
What you’ll bring to the team
- 5+ years’ experience in a contact centre or customer operations environment.
- Proven ability to manage outsourced or vendor-led operations with commercial discipline.
- A data-led approach to decision-making, focused on measurable outcomes.
- Confidence influencing senior stakeholders and partner leadership teams.
- A quality- and coaching-oriented mindset with strong governance discipline.
- The ability to lead change and embed new ways of working at scale.
Go on, give it a go!
We know that looking for a new job can feel a bit daunting but don’t let a touch of imposter syndrome hold you back. Even if you don’t tick every box, we’d still love to hear from you! Apply today to stay connected.
At CarTrawler, we’re proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. No matter your background, identity, or life experience, if you’re passionate about what you do, you’ll be welcomed here.
Perks for the journey
· Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
· Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
· Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
· Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
· Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.
Top Skills
AI
CRM
Digital
Telephony
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The Company
What We Do
The leading global B2B provider of car rental and mobility solutions to the travel industry. Our purpose is driving successful partnerships. CarTrawler’s end-to-end technology platform expands our airline and travel partners’ offering to their customers, creating substantial ancillary revenue opportunities. We provide unrivalled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services. CarTrawler creates innovative, data-led solutions for some of the largest travel brands in the world, including United Airlines, American Express, easyJet, Alaska Airlines, SWISS, Hotels.com and Emirates. As a B2B company we focus solely on helping our airline and travel partners build their brands, not our own.
