Senior Director, Travel Operations & Customer Experience Founded in 2017, TripArc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates. As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible.

With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today. To make our network of over 1400 travel entities more profitable, effective and help them create truly unique travel for their clients. This is a hybrid role with a minimum of 2 days a week at our office located in Downtown Toronto.

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.



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; 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 a 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.

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). 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. 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. 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. 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. 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 #

📌 Senior Director, Travel Operations & Customer Experience (Toronto)
🏢 TripArc
📍 Toronto