This leader will own the end-to-end contact center operating model, from strategy and technology implementation to daily performance, ensuring all customers including travelers, arrangers, event planners, and internal stakeholders receive fast, consistent, high-quality support across every channel, time zone, and language. Deep familiarity with the travel, hospitality, and events industry (bookings, intake, changes, disruptions, traveler safety, vendor/supplier coordination) is essential to earning credibility with the business and designing support workflows that fit how travel and events programs must operate.