Senior Director, Travel Operations & Customer Experience

Toronto, ON, Canada At

Range Group

we believe in the power of the professional 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. Equally important is our philanthropy. Range Foundation channels 10% of group profits to social impact. From exploration grants, improved access to education, current 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. 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 new 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
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). 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. 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 f

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