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The Manager, Travel Research & Analysis is responsible for leading the investigation, analysis, and resolution of complex customer issues, travel technology platform defects, operational breakdowns, and supplier-related discrepancies. This role serves as the central point of expertise for identifying root causes, coordinating cross-functional resolution efforts, and ensuring customers are made whole when service or technology failures occur.

The ideal candidate is a highly analytical problem solver with extensive travel industry knowledge, solid research capabilities, and the ability to navigate complex travel systems and back-office processes. This individual will work closely with Product, Technology, Operations, Supplier Management, Finance, and Customer Service teams to drive issue resolution, improve processes, and enhance the overall customer experience.

Key Responsibilities:

Research & Investigation

- Lead the investigation of complex customer complaints, booking issues, supplier disputes, and travel technology platform defects.
- Analyze transaction data, booking records, logs, customer interactions, and supplier communications to identify root causes.
- Conduct thorough research to determine whether issues originate from internal systems, third-party suppliers, payment processing, content providers, or operational processes.
- Develop fact-based recommendations for issue resolution and corrective action.
- Document findings and maintain detailed case histories and investigation records.

Root Cause Analysis

- Perform detailed root cause analysis for recurring defects,



service failures, and operational issues.
- Identify systemic problems and recommend long-term solutions to prevent future occurrences.
- Partner with Product and Technology teams to define corrective actions and prioritize defect remediation.
- Monitor trends and patterns across customer escalations to proactively identify emerging issues.

Customer Issue Resolution

- Own the resolution process for escalated customer issues requiring complex investigation.
- Determine appropriate customer remediation, compensation, refunds, credits, or alternative solutions when service failures occur.
- Ensure customers are treated fairly and consistently while balancing business and contractual obligations.
- Collaborate with customer support teams to communicate findings and resolution recommendations.

Travel Technology & Operations Support

- Serve as a subject matter expert on travel booking workflows, travel operations, and related technologies.
- Analyze end-to-end booking processes across air, hotel, car, and ancillary products.
- Support defect triage efforts by translating business issues into actionable requirements for technology teams.
- Participate in user acceptance testing (UAT) and validation of fixes for identified defects.

Data Analysis & Reporting





- Analyze operational and customer data to identify trends, performance gaps, and process improvement opportunities.
- Develop dashboards, reports, and executive summaries highlighting issue trends and resolution metrics.
- Measure defect resolution effectiveness and customer impact.
- Present findings and recommendations to senior leadership.

Process Improvement

- Recommend and implement improvements to workflows, policies, and procedures.
- Develop standardized investigation and escalation frameworks.
- Create knowledge documentation and best practices for issue resolution.
- Drive continuous improvement initiatives focused on customer experience and operational efficiency.

Team Leadership

- Manage and mentor research analysts and investigation specialists.
- Establish team performance metrics and service level expectations.
- Foster a culture of analytical thinking, accountability, and continuous improvement.
- Provide guidance on complex investigations and high-profile customer escalations.

Work Experience & Qualifications

- Bachelor’s degree in business, Travel Management, Information Systems, Finance, Analytics, or equivalent experience.
- 7+ years of experience in travel operations, travel technology, issue management, investigations, or business analysis.
- Demonstrated experience conducting root cause analysis and resolving complex business or customer issues.
- Strong analytical and problem-solving skills with the ability to interpret large data sets.
- Experience working with customer escalations and service recovery initiat

📌 Manager, Travel Research and Analysis (Canada)
🏢 International SOS group
📍 Canada