Operational Excellence Partner (Customer Services)

Who we are

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, Gotogate & Flightnetwork and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc. 

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland, with the Greek office being one of the largest, hosting around 640 employees working from the center of Athens for the rest of the world.

Join us and start as Operational Excellence Partner in the Customer Services team! 

Position Summary

Our Customer Services (CS) department is committed to transforming complex travel processes into seamless, user-friendly experiences. By leveraging cutting-edge technology and data-driven strategies, we continuously enhance customer satisfaction, streamline operations, and advance automation. 

We’re building a new CS Operational Excellence function within CoE for Customer Insights and Business Control with focus on improving how Customer Services operates—and we’re looking for a driven, proactive, and structured Business Partner to help make it happen.

As CS Operational Excellence Partner, you will report to the Manager – CS Operational Excellence and collaborate across the CS organization to identify operational inefficiencies, support improvement initiatives, and follow through on execution and delivery. This is a highly cross-functional role, working alongside analytics, PMO, quality, process, and operational teams to ensure insights are turned into action and solutions are implemented.

You’ll play a key role in making sure our customer service operations are scalable, efficient, and always evolving to meet customer expectations.

Responsibilities

• Collaborate with analytical and operational teams to identify inefficiencies and improvement opportunities across CS.
• Translate business insights and analysis into tangible action plans and initiatives.
• Monitor and follow up on processes such as ADM, retail loss, and other operational processes.
• Partner with stakeholders in PMO, Quality & Training, Process Adherence, and WFM to align efforts.
• Assist in designing and scaling pilot initiatives that improve efficiency and the customer experience.
• Contribute to building a culture of accountability, operational excellence, and continuous improvement.

Requirements

• 5+ years of experience in business partnering, operations, or process improvement—preferably in a customer service or tech-driven environment.
• Preferably experience within management consulting.
• Familiarity in working cross-functionally and building relationships across diverse teams.
• Is solution-orientation, analytical and proactive thinking in turning ideas into action.
• Confidence in communication with both technical and non-technical stakeholders.
• Experience in following up on initiatives, managing deliverables, and supporting operational execution.
• Genuine interest in improving customer experience through smart, scalable solutions.
• Experience with customer data platforms and customer data analytics would be considered as a plus.
• Proficiency in data visualization and dashboarding tools such as Looker, Qlik Sense, or similar would be considered as a plus.

Benefits

We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
• Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.