Fastbreak AI is revolutionizing sports operations through AI-powered technology. Our software products streamline scheduling, tournament management, group travel, and create new revenue streams for sports organizations by connecting them with brand sponsors.

We are seeking a highly organized and experienced Travel Operations Manager for the Fastbreak Travel team to oversee our customer success operations, manage key relationships with clients, and ensure the smooth coordination of internal and external department operations.

This role is vital for delivering exceptional customer service while ensuring operational efficiency across various aspects of our event management and travel services. The ideal candidate will play a key leadership role in developing service policies, optimizing workflows, assisting with hotel group blocks and team activation strategies.

In this role, you will:

• Manage day-to-day operations for group bookings, hotel inventory management, and team travel.
• Work closely with internal teams (sales, marketing, revenue operations, accounting) to ensure seamless execution of customer success and operations strategies.
• Work with event planners to meet their requirements and maximize bookings for their events. Maintain regular communication with hotel partners to optimize inventory and room blocks.
• Manage schedules and staffing levels for customer success and operations teams to ensure adequate coverage
• Lead, train, and motivate the customer success and operations teams to deliver outstanding service

• Oversee timely and effective resolution of customer inquiries and issues via phone, email, chat, and in-person.
• Build and maintain strong relationships with key clients, event organizers, and hotel partners to ensure customer satisfaction and foster repeat business.
• Handle escalated customer issues in a professional and empathetic manner, ensuring high customer satisfaction
• Develop and refine customer service policies and operational workflows that ensure efficiency and high service standards.
• Ensure compliance with company policies, industry regulations, and contractual agreements, monitor and measure service level agreements (SLAs) related to hotel confirmations and travel suppliers.
• Prepare and present performance reports on customer success, team performance, and operational efficiency and identify trends and opportunities for improvement.

Requirements

• 5+ years of experience managing travel or event operations — preferably for a sports, hospitality, or a private event management company.

• Proven experience in managing teams, developing policies, and improving operational efficiency.
• Familiarity with travel booking logistics, hotel group block inventory management, contract negotiations, and event management systems.
• Preferred: Bachelor's degree in Business Administration, Operations Management, or a related field.
• Experience in the sports industry, especially with team travel or event management, is highly desirable.

Skills / Knowledge / Leadership

• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency in CRM systems, event management software, and Microsoft Office Suite.
• Ability to adapt to new technology and software solutions quickly.
• Proven leadership skills with the ability to motivate and guide cross-functional teams.

• Ability to streamline workflows and processes

Location

• Work from home in the greater London, Ontario, Canada area. This is temporary.
• Will be required to work 5 days a week from our London, ON office within 6 months.

Benefits

• This is an opportunity to shape the operations of an entire division as it grows, from the ground up
• Fast-growing company with significant career growth opportunities

• A mission-driven culture focused on making an impact in sports travel
• A fun company culture
• Competitive salary and benefits

Join us and help shape the future of sports travel!

NOTE: Applicants must be authorized to work in Canada or the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time. You must be able to commute to London, Ontario.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.