Business overview:

US Tour Operator (USTO - https://www.travelopia.com/our-brands/tailormade-usto/) is a division of Travelopia (https://www.travelopia.com/), the world's leading experiential travel company with over 2,000 employees in 30 countries around the world. We are a collection of diverse and exciting businesses, owned by KKR, one of the world’s largest private equity firms. Some of our businesses are iconic market leading brands such as TCS, the world’s leading private jet company based in Seattle and Quark, the world’s leading polar expedition company based in Toronto.

USTO comprises two sister brands Europe Express and YMT Vacations, each providing decades of experience in custom independent and group travel for North American travelers throughout Europe and other popular destinations around the world. Together they are a $100 million+ revenue business, a significant and strategically important part of the $1billion+ Travelopia portfolio. Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations around the world.

Location:

This position is eligible for fully remote working within the United States or hybrid working from our office in Bothell, WA.

Scheduling:

This is a full-time position working with partners primarily in the U.S. and Europe.

Position summary:

This new role within our organization focuses on supporting our employees with their day-to-day challenges with Softrip. This is not a technical role, but rather a customer-centric role, with our employees as the primary customers. Extensive knowledge of Softrip and how it is used in our company is essential along with a fearless, problem-solving mentality.

Not every issue will be solvable, however it’s of utmost importance that employee concerns are heard and fully documented. This role will work closely with our Softrip Support Technology team and COO to prioritize issues, and when vital, devise and communicate workarounds for issues that are not solvable.

Additionally, this role will be a key stakeholder as we plan and implement the evolution of our technology stack and ensure that our technology platforms are an asset for our teams and business overall.

Initially you will be an individual contributor, however we expect to expand this role to a team in the months ahead and then become a people manager!

What you will be doing:

• Own day-to-day support needs for our business users and company technology platforms
• Ensure users feel heard and listened to and that their issues are fully understood
• Develop a deep understanding of user tech platform issues; clearly articulate these issues to the technology teams
• Devise outside-the-box solutions and workarounds in collaboration with business partners (when needed)
• Participate in related projects to improve and change our technology set-up
• Collaborate with training team to educate users on self-service solutions and workarounds for common issues.
• Prioritize open issues based on business impact and available workarounds
• Lead department, develop and maintain performance metrics for the department and employees, provide ongoing coaching and mentorship, training, and development opportunities
• Other duties as assigned.

What we are looking for:

• Bachelor’s Degree in a related field or equivalent experience
• Minimum 3 years’ experience working with multiple Softrip modules
• Sophisticated analytical skills with proven ability to work through the development of complex business solutions.
• Ability to work interactively and proactively with various levels within the organization
• Ability to run multiple projects simultaneously and prioritize tasks
• Comfortable with moving forward on tasks before all details are known
• Critical thinking and ability to propose solutions for roadblocks within projects
• Ability to empower people involved in projects to complete tasks on time

Our values:

• Care
• Teamwork
• Courage
• Passion

What’s next?

If you are interested and meet the criteria specified above, please apply below.

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions

We look forward to getting to know you!