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Despegar, part of the Prosus ecosystem, is a travel technology platform that has revolutionized how people travel across Latin America for over 25 years. The company connects millions of users with travel experiences through innovative technology.
You will lead partner operations, managing a team responsible for supporting hotel and travel partners on the platform. This is a hands-on management role combining strategic oversight with direct operational involvement.
Key Responsibilities:
- Lead and develop your team: set objectives, monitor performance, provide feedback, coaching, and create development plans
- Hands-on operations: resolve complex or critical cases and support the team during high-volume periods
- Demand prioritization: organize the support queue based on sales impact, urgency, SLAs, team capacity, and partner criticality
- Escalation management: ensure thorough diagnosis and coordinate dependencies to resolution
- Configuration quality: review partner onboarding, rates, availability, promotions, policies, and content for correct execution
- Operational performance: monitor response times, resolution times, backlog, ticket reopens, quality metrics, and partner satisfaction
- High-impact communication: directly engage with partners and internal stakeholders on critical issues
- Process improvement: identify and reduce recurring issues, rework, and avoidable contacts through process optimization, documentation, and self-service tools
What Sets You Apart:
- Solid experience in Customer Operations, Customer Success, B2B support, or partner operations
- Proven track record leading and developing teams
- Experience resolving complex operational and technical problems and managing escalations
- Ability to balance speed, quality, team capacity, and partner experience
- Proficiency with CRM systems, ticketing platforms, and operational metrics
- Clear communication, empathy, and composure under pressure
- Knowledge of hospitality and online distribution is highly desirable
The company emphasizes real autonomy to make decisions and impact from day one, a learning culture that embraces rapid iteration, a collaborative and cross-functional team environment, and growth opportunities within the global Prosus ecosystem.
