About Us
TravelPerk is a hyper-growth SaaS business travel platform and a pioneer in the future of travel for work. Its all-in-one platform gives travelers the freedom they want whilst providing companies with the control they need. The result saves time, money, and hassle for everyone.
TravelPerk has industry-leading travel inventory alongside powerful management features, 24/7 customer support, state-of-the-art technology, and consumer-grade design.
Founded in 2015 and headquartered in Barcelona, we’ve grown to over 1,400 people across Europe and North America. In 2022 we became a ‘unicorn’ and in 2025 we raised $200 million in a Series E funding round, increasing our valuation of $2.7 billion.
We’ve been winning awards too. Since 2023, we’ve been voted one of the best places to work, one of the fastest-growing apps and tech companies, and a leading pioneer of business travel.
These are just some of the reasons why global brands like Wise, Red Bull, GetYourGuide, and Aesop trust us to get the most out of their travel.
Hear more about TravelPerk.
About the Role
At TravelPerk, we are committed to delivering exceptional customer experiences while continuously optimizing how we operate. We're seeking a strategic and hands-on Process Improvement Manager to lead our process excellence efforts, guiding a team of specialists, spearheading impactful initiatives, and helping shape the future of service delivery at scale.
This role is key to identifying, designing, and implementing process improvements that enhance agent experience, drive operational efficiency, and elevate the customer experience across our global support organization. The ideal candidate will lead a team of Business Process Improvement Specialists, managing the pipeline and timelines of improvement initiatives, collaborating cross-functionally, and ensuring measurable impact across critical service areas.
Key Responsibilities
- Leadership & Team Management
- Manage and mentor a team of process improvement professionals.
- Foster a high-performance culture centered around continuous improvement and service excellence.
- Drive team development and ensure alignment with departmental and company wide goals.
- Process Optimization
- Lead the discovery, analysis, and redesign of operational processes within Customer Care.
- Apply methodologies like Lean, Six Sigma, or Agile to reduce waste, improve efficiency, and eliminate friction for agents and customers.
- Own and manage the portfolio of continuous improvement initiatives across regions and contact channels (email, chat, phone, etc.).
- Strategic Partnership
- Partner with Customer Care Operations, Product, Engineering, Quality, and Training teams to identify opportunities and implement sustainable improvements.
- Act as a bridge between frontline operations and central functions, ensuring feedback and insights are turned into action.
- Performance & Change Management
- Define success metrics, track impact, and report on the impact of process improvement initiatives.
- Lead change management efforts to ensure successful adoption of new processes and tools.
- Support operational readiness for new initiatives, product releases, and market expansions.
- Customer-centric approach to process improvement
- Use data and customer feedback (CSAT, NPS, QA, etc.) to identify areas of dissatisfaction and develop solutions that improve service delivery.
- Ensure process improvements contribute to faster resolution times, improved agent experience, and higher customer satisfaction.
Requirements
- 3+ years experience in process improvement, business operations, or operational excellence, preferably in a customer service or travel related environment.
- Experience leading a team, prioritising and managing a project portfolio or roadmap.
- Data-driven mindset with the ability to turn analysis into actionable insights.
- Strong stakeholder management and cross-functional collaboration skills.
- Comfortable in a fast paced, high growth, tech-enabled environment.
- Excellent communication and change management skills.
- Experience working in the travel tech industry.
Bonus points for
- Strong familiarity with customer support platforms (e.g., Zendesk) and travel industry tools (e.g., GDSs, booking platforms, mid/back-office systems)
- Experience supporting or leading automation or AI-enabled initiatives.
- Strong knowledge of Lean, Six Sigma, or similar methodologies (certification is a plus).
How we work
Our Vision is for a world where TravelPerk is the platform for human connection in real life (IRL). We take an IRL-first approach to work, where our team works together in person 3 days a week. For roles in Customer Care, this can be up to 5 days per week in the office. As such, this role requires you to be within commuting distance of our hubs. We fundamentally believe in meeting in real life to improve connectivity, productivity, and creativity, ultimately making us a great workplace.
At TravelPerk, we prioritize experience and potential over academic qualifications for this role. We believe that talent and ability aren't always reflected in formal credentials.
TravelPerk is a global company with a diverse customer base—and we want to ensure that the people behind our product reflect that. We're an equal opportunity employer, meaning you're welcome at TravelPerk regardless of your appearance, where you're from, or anything else that makes you.
All official communication from TravelPerk comes from @travelperk.com email addresses, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask candidates to pay for equipment or make any kind of payment during the hiring process. If you receive an unexpected message claiming to be from TravelPerk and asking you to take action, please forward it to [email protected] and we’ll confirm whether it’s legitimate.
