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This is a hybrid role with a minimum of 2 days a week at our office located in Downtown Toronto.

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About TripArc TripArc builds and operates the technology platform that powers travel agencies and advisor networks across North America. We’re now launching new direct-to-consumer luxury services built to bring the same standard our sister brand, Kensington Tours, already delivers — to a client base that rates its service above 80 NPS — to a broader, digitally-driven luxury traveler.

For that promise to hold, the journey has to feel flawless end to end, and air, the single highest-risk leg of any trip, has to be watched more closely than anything else we sell.

We’re looking for a Senior Director, Travel Operations & Customer Experience to own the promise after the sale: care, servicing, fulfillment, and the assisted trip design a premium positioning requires. This is a foundational leadership hire — one of the first in this current channel — reporting to the SVP, Platform & Technology. You’ll own how we measure and enforce service quality across every stage of the trip; 24/7 frontline issue resolution will run through an offshore BPO shared-service partner; you’ll be the final word on Sabre GDS and supplier escalations too complex for the frontline; and you’ll push AI and automation into the workflow everywhere it can catch or fix a problem before a client ever sees it.

Key Responsibilities Service Strategy & SLA Ownership

Own round-the-clock service coverage, service levels, and cost per contact across every channel — chat, phone, email — and every vertical TripArc sells: flights, hotels, activities, ground transfers, and curated packages.

Design the tiered service model and routing logic: what our 24/7 offshore BPO shared-service partner owns at tier 1, what senior in-house consultants own at tier 2/3, and exactly where that line sits.

Work with the BPO partner(s) delivering tier-1 and surge capacity — running the QA audits, calibration sessions, and performance reviews that hold them to TripArc’s standard, not just the contracted minimum.

Build and own the SLA and quality dashboards — satisfaction, first-contact resolution, handle time, contact rate — and report performance and gaps to leadership on a standing cadence.

Air Travel Risk & Fulfillment Integrity

Treat air as the highest-risk leg of the journey: own dedicated monitoring, playbooks, and rebooking authority for schedule changes, cancellations, misconnects, and other irregular operations (IROPS).

Own fulfillment integrity — tickets issued, documents delivered, changes executed correctly — including the pre-ticketing fare and rule audit that keeps airline debit memos off the books.





Serve as the internal escalation point for issues beyond BPO or frontline capability: complex Sabre GDS PNR problems, exchanges, refunds, and multi-supplier itinerary breaks.

Maintain current, hands-on fluency in Sabre GDS and in the supplier and consortia programs — luxury rate programs such as Virtuoso, Ensemble, and Travel Edge, plus hotel and activity supplier portals — that Kensington’s inventory and rates depend on.

AI-Assisted Automation & Contact Deflection

Drive contact deflection with Product rather than absorbing volume with headcount — partnering on self-service, AI-assist, and proactive notifications so issues are caught, and where possible resolved, before a client or agent notices.

Partner with Engineering on the observability signals — booking-status mismatches, silent failures, schedule-change events — that should trigger automatic remediation or an early alert instead of waiting on a client-initiated contact.

Define what "resolved automatically" looks like for our highest-frequency failure modes, and own the roadmap to get there jointly with Product.

Team & Vendor Leadership

Hire, train, and manage in-house tier-2/3 capability: senior travel consultants who resolve what tier 1 and automation cannot, and who coach the floor while doing it.

Translate Kensington’s luxury service standard into concrete, auditable procedures that both the BPO and the in-house team can execute consistently.

Build round-the-clock coverage the right way — staffing plans that reflect the true cost of 24/7, not just a schedule with names on it — and a named deputy for every critical function.

Own the supplier escalation path when a supplier, not Kensington, is the point of failure: recover costs where the fault is theirs and feed performance into commercial reviews.

Cross-Functional Leadership

Sit as one of the founding pillar leads for Triparc, reporting to the SVP, Platform & Technology, and represent the customer in product and engineering planning — roadmap prioritization, incident retros — backed by SLA and NPS data.

Build the advisory capability that separates a luxury brand from a commodity marketplace, partnering with Trip Design on assisted, high-touch servicing.

Report NPS, CSAT, and SLA trends to executive leadership with clear, actionable recommendations.

Qualifications Must have

5+ years in customer experience, travel operations, or support leadership,



including at least 3+ years in a senior role owning a 24/7, multi-channel service organization — ideally at an OTA, travel agency, or other GDS-dependent business.

Hands-on experience with a Global Distribution System (GDS) (ideally Saber): PNR management, ticketing, exchanges/refunds, and schedule-change handling.

Working knowledge of other travel supplier systems and portals — hotel supplier extranets, luxury consortia/rate programs (e.g., Virtuoso, Ensemble, Travel Edge), and activity or ground supplier platforms.

Proven experience designing, measuring, and enforcing SLAs across a round-the-clock, multi-channel support operation, including the real staffing and cost economics of 24/7 coverage.

Direct experience selecting, contracting, and governing an outsourced or offshore BPO / shared-service partner.

Familiarity with CCaaS/support tooling (e.g., Twilio Flex or comparable) and QA/call-monitoring practice.

Comfortable partnering with engineering on observability and automation concepts — alerting, SLOs, AI-assisted triage — without needing to write the code yourself.

Strong analytical skills: able to build and interpret SLA, CSAT, and NPS reporting and drive root-cause analysis, not just report the number.

Excellent written and verbal communication across technical, operational, and executive audiences.

Bachelor’s degree or equivalent practical experience.

Nice to have

Experience at a luxury or premium travel brand, tour operator, or high-end hospitality organization.

Additional GDS experience (Amadeus, Travelport).

IATA/ARC ticketing background, including agency debit-memo prevention or dispute experience.

Experience building or scaling an outsourced/offshore contact center from the ground up.

Experience with AI-assisted support automation — chat deflection, anomaly detection, auto-remediation.

Additional languages.

Compensation We provide a competitive compensation package with a strong pay-for-performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is:

$150,000 to $175,000 CAD .

The actual compensation may vary depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

📌 Senior Director, Travel Operations & Customer Experience (Toronto)
🏢 Range Group - Job Postings
📍 Toronto