We may close this vacancy earlier than the advertised closing date if we receive a high volume of applications or identify suitable candidates through our sourcing activities. We therefore encourage interested applicants to submit their application as early as possible.
At TTC, we are enriching lives by connecting people and places.
For over 100 years, we have been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing and change perspectives.
Behind every unforgettable journey is a passionate team making it happen. That is where you come in.
Our Values Value Every Voice: We put people first.
Act with Integrity: We do what is right.
Explore Beyond Boundaries: We are driven by curiosity.
Own the Outcome: We take responsibility for our decisions.
Succeed Together: We have each other's backs.
ABOUT THE ROLE We are looking for an Operations Manager, Customer Success to lead, scale and optimize our core customer operations, including Air Services, Retention, Tier 2 Support and Application Support.
Reporting to the Director of Customer Success, you will turn strategy into effective daily operations across a distributed global workforce. You will work closely with regional leaders,



onshore teams and BPO partners to improve customer journeys, strengthen service quality and drive retention, revenue growth and operational efficiency.
This is a hands‑on leadership role for someone who can combine people management, data analysis and process improvement. You will help teams navigate complex challenges, resolve critical escalations and deliver scalable solutions that create long‑term stability.
WHAT YOU WILL DO Coach and develop managers and supervisors across Air Services, Retention, Tier 2 Support and Application Support.
Translate customer success strategy into explicit goals, performance expectations and daily operational priorities.
Evaluate customer workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes.
Create and maintain scalable standard operating procedures that support consistency, compliance and service quality.
Use AI, automation and workflow improvements to simplify processes and strengthen operational effectiveness.
Analyze customer success and operational metrics, including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce and Genesys Cloud data.
Lead root‑cause analysis for recurring system, process and performance issues, implementing preventative solutions and corrective action plans.
Manage critical customer escalations, operational disruptions and high‑value

📌 Operations Manager (Toronto)
🏢 The Travel
📍 Toronto