Sr In Market Ops Continuity Consultant

Knowledge of Customer service best practices in travel, airline, and hospitality
Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner
Ability to analyze multiple or complex data to improve Customer experience KPIs
Ability to identify trends to prevent, resolve, and de-escalate issues
Ability to develop strong business relationships and trust with others at all levels
Ability to project poise, confidence, maturity in both internal and external situations and during stressful situations from tight deadlines and competing priorities
Ability to take initiative and assume accountability for achieving results
Required: High School Diploma or GED
Must have a valid driver’s license and passport to attend required training and meetings in the United States and International locations

Oversee vacation-specific operational activities in key US domestic and international destinations
Coordinate and ensure operational readiness for in-market resources and partners, including staffing coverage, training, and compliance on policies and procedures
Ensures the delivery of the Getaways by Southwest brand, Customer commitments, goodwill gestures, and hospitality standards
Enforces contractual agreements and provides friendly service to build and maintain positive partner relationships with local staff, organizations, hotels, and ground transportation companies in conjunction with the Partner Operations Team
Ensure delivery of in-market products and services to Customers, handling of VIP/ special requests, and execution of procedures triggered by travel disruptions in partnership with Customer CARE and Partner Operations Teams
Monitors all regulatory, safety, and performance standards are properly adhered to by all vendors and their employees
Perform and ensure execution of in-market audits and assessments to monitor compliance with Customer service policies, health and safety protocols as well as brand and quality standards
Coordinate in-market visits/ familiarization (FAM) trips
Ensure prompt identification and resolution of escalated Customer and Partner issues
Organize surprise and delight activities as requested by Customer Ops leadership
May perform other job duties as directed by Employee’s Leaders

Preferred: Experience working with Destination Management Companies (DMCs) and developing vendor contracts, background in safety, compliance, or crisis management.