Senior Director, Travel Operations & Customer Experience At Range Group we believe in the power of the qualified travel advisor. We represent over $4.5 billion in annual travel sales. All our investments stem from a common thesis, that travel advisors add real value to a trip. Travel advisors when equipped with technology and 24/7 support are irreplaceable. Range Foundation channels 10% of group profits to social impact. From exploration grants, improved access to education, new discoveries on sea and land, cultural infrastructure, and helping our global neighbors in times of need — we are investing to build a better future. 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 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. 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

📌 Senior Director, Travel Operations (Toronto)
🏢 Range
📍 Toronto