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Despegar, a leading travel platform in Latin America with over 25 years of experience, is seeking a Customer Process Senior Analyst to join their operations team. You will be responsible for designing and optimizing the customer support workflow for B2B travel agencies, from initial contact through resolution. This role involves identifying process improvement opportunities within internal operations and implementing them to drive efficiency and customer satisfaction.
Key responsibilities include:
- Design and optimize B2B agency support workflows and customer journey processes
- Identify and execute process improvement initiatives across internal operations
- Work with CRM systems and operational tools to streamline workflows
- Document processes and build tools to support operational teams
- Map end-to-end processes and detect inefficiencies
- Leverage AI tools and data analysis to inform optimization decisions
You will work in an autonomous, impact-driven environment that values diversity and puts people at the center. The role offers the opportunity to scale processes, learn continuously, and contribute meaningfully to how Despegar serves travel agencies across Latin America.
Requirements:
- Degree in Industrial Engineering or related field
- Proven experience in process optimization and continuous improvement methodologies
- Knowledge of CRM systems and workflow automation
- Ability to map end-to-end processes and identify inefficiencies
- Experience with AI tools
- Advanced SQL proficiency
- Experience with PowerBI, Tableau, or QlikSense (desirable)
