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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, robust 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,

📌 Manager, Travel Research And Analysis (Winnipeg)
🏢 International SOS group
📍 Winnipeg