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Head of Support (Corporate Travel Management) at Roundtrip. Roundtrip is seeking a highly motivated and results-driven individual to join our team as a . Head of CTM Support. . As part of Emerging Travel Group, a global travel-tech company whose brands have been operating in over 220 source markets since 2010, Roundtrip helps corporate customers organize business trips.. Job Responsibilities. Develop and lead a comprehensive service strategy for the CTM segment, aligned with the department's structure and business goals.. Act as a change agent, driving improvements in partner support models within a matrixed organizational environment.. Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction.. Conduct competitive analysis and benchmark CTM service offerings against industry standards and best practices.. Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards.. Understand CTM partners’ pain points to implement improvements that balance customer needs with operational efficiency.. Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity.. Maintain regular communication with CTM partners on operational matters, including deal processing and client management.. Serve as the primary liaison between operational teams and CTM business stakeholders.. Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met.. Work alongside Operational leaders to build team structures that effectively support the CTM business line.. Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery.. Support team leads in performance management, ensuring service teams meet expectations and quality standards.. Proven experience in service operations or customer experience leadership within the travel industry.. Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives.. Experience working in matrix or cross-functional environments is strongly preferred.. Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions.. Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools.. Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them.. Strong leadership skills with experience managing or influencing large teams.. Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements.. Language knowledge. Fluent English.. Company Location: Romania.