Job Summary/Goals: Reporting to the Regional Travel Operations Manager, the Travel Service Optimization Manager reviews the end-to-end traveler journey, identifies gaps, increases program adoption, and drives cost savings. Using a customer-centric approach, the Optimization manager monitors and inspects processes to reduce customer effort and enforce policy compliance. The Travel Service Optimization Manager develops program initiatives that contribute to Amazon Travel & Events goals and builds stakeholder relationships to understand business requirements, uncover opportunities, and advance partnerships with Amazon Travel & Events. Essential Duties and Responsibilities: Triage and analyze Service tickets (SIM-T) to identify trends and minimize escalation, and create projects and initiatives that reduce service requests and drive self-service information support. Identify root causes of customer issues, take corrective action, and implement changes to prevent further escalations. Create customer communications to promote operational excellence. Optimize service delivery systems to drive self-service by solutioning with technology and automation, and identify service delivery enhancements that support market nuances. Remove operational barriers to drive policy compliance and encourage sustainable travel options. Optimize supplier performance by creating customer workflows that promote preferred suppliers, and analyze data to identify supplier opportunities that further drive cost savings. Coordinate stakeholder messaging that drives traveler safety & security and provides 24/7 customer support. Additional Duties and Responsibilities: Innovate the program through continuous inspection and introduction of Think Big Ideas. Develop the regional team with customer service, product, and program training. Think Globally and Act Regionally to ensure consistency and incorporate nuances. Key Performance Measures: Drive self-service adoption, increase customer experience, and reduce service resolution times. Skills: Passionate about solving problems, high customer service orientation with attention to detail, analytical skills, strong relationship building skills and problem solving, proficient in MS Office, excellent communication skills (written and verbal) in English. Working experience with travel industry technology systems and corporate travel knowledge. Experience working with travel technology systems and innovating through automation. Five (5) years corporate travel experience in travel-related industries (travel management, ground services, airline). Competencies: Highly organized and efficient individual with a keen eye for detail. Passionate about solving problems. Innovative thinking and bias for action balanced with a strong customer and quality focus. Excellent oral and written communication skills in English. Experience with Microsoft Office. Experience: At least 5 years in Corporate travel management or Travel Industry experience (travel management company, ground, airline, travel technology companies, corporate travel program). Qualifications: Minimum Diploma. Job Requirements: Ability to travel up to 20%. Work location: This role will go into an office 5 days per week