Travel Operations & Customer Experience Director

At Range Group we believe in the power of the professional travel advisor. We represent over $4.5 billion in annual travel sales. All our investments stem from a common thesis, that travel advisors add real value to a trip. Travel advisors when equipped with technology and 24/7 support are irreplaceable. Equally important is our philanthropy. Range Foundation channels 10% of group profits to social impact. From exploration grants, improved access to education, new discoveries on sea and land, cultural infrastructure, and helping our global neighbors in times of need — we are investing to build a better future.

This is a hybrid role with a minimum of 2 days a week at our office located in Downtown Toronto. 

About TripArc 

TripArc builds and operates the technology platform that powers travel agencies and advisor networks across North America. We’re now launching new direct-to-consumer luxury services built to bring the same standard our sister brand, Kensington Tours, already delivers — to a client base that rates its service above 80 NPS — to a broader, digitally-driven luxury traveler. For that promise to hold, the journey has to feel flawless end to end, and air, the single highest-risk leg of any trip, has to be watched more closely than anything else we sell. 

We’re looking for a Senior Director, Travel Operations & Customer Experience to own the promise after the sale: care, servicing, fulfillment, and the assisted trip design a premium positioning requires. This is a foundational leadership hire — one of the first in this new channel — reporting to the SVP, Platform & Technology. You’ll own how we measure and enforce service quality across every stage of the trip; 24/7 frontline issue resolution will run through an offshore BPO shared-service partner; you’ll be the final word on Sabre GDS and supplier escalations too complex for the frontline; and you’ll push AI and automation into the workflow everywhere it can catch or fix a problem before a client ever sees it. 

Key Responsibilities 

Service Strategy & SLA Ownership 

• Own round-the-clock service coverage, service levels, and cost per contact across every channel — chat, phone, email — and every vertical TripArc sells: flights, hotels, activities, ground transfers, and curated packages.
• Design the tiered service model and routing logic: what our 24/7 offshore BPO shared-service partner owns at tier 1, what senior in-house consultants own at tier 2/3, and exactly where that line sits.
• Work with the BPO partner(s) delivering tier-1 and surge capacity — running the QA audits, calibration sessions, and performance reviews that hold them to TripArc’s standard, not just the contracted minimum.