Travel Operations & Customer Experience Director

Founded in 2017, TripArc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates.

As an industry leader in technology, purchasing, finance, HR and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today.

TripArc’s goals are simple. To make our network of over 1400 travel entities more profitable, efficient and help them create truly unique travel for their clients.

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.