Travel Operations Lead at Ramp · LumiJobs

Responsibilities

You'll join Ramp's travel team, which builds two products, Ramp Travel and Juno. Both integrate with a growing network of travel management company (TMC) partners. You'll be our expert on how those integrations work in practice: how content (search, booking and changes), payments, approvals, servicing and reporting flow between our products and each TMC.
You'll own the operational side of each partnership, from the day it's signed through every customer that goes live on it. You'll work closely with engineering, our customer success managers, and the teams that sign new TMC partners and bring in customers through them, but you won't own those commercial relationships.
Success means each new TMC goes live more efficiently than the last, mutual customers on each TMC go live faster and more smoothly over time as your playbooks improve, and the TMC servicing experience for Ramp and Juno travelers is seamless and delightful.
The travel team is small and building quickly across both products, so everyone works beyond the edges of their role. Alongside your core work, you'll help wherever the team needs it most.
Build and refine our playbook for standing up a new TMC partner, and work with engineering to take each new TMC from signed partnership to its first live mutual customer.
For each live TMC, build the playbook for adding mutual customers and new points of sale, including in new countries and regions. Support CSMs when a rollout needs TMC-specific setup.
Investigate with engineering when bookings, payments or data don't flow correctly, and see fixes through with the TMC.
Train TMC agents who service accounts through our dashboards. For TMCs that use their own tools, make sure our workflows fit theirs.
Create SOPs for TMC agents to ensure they deliver top tier support for travelers.
Keep TMC partners up to date on product changes that affect them, and answer their agents' questions.
Always get to the why behind a TMC ask and make sure that it’s the best path forward. Just because something is done a certain way doesn’t mean that it’s the right or only way.
Actively track and analyze data to manage and measure the quality of the travel support experience offered by our partners.

Travel Operations Lead

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Ramp

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