Operational Account Manager - North America

As an Operational Account Manager, you will be a key point of contact for strategic customers and business-critical operational issues. Acting as the voice of the customer, you will manage a portfolio of assigned accounts, take ownership of complex escalations, and ensure actions are coordinated, tracked, and communicated through to resolution.

Working closely with Customer Service, Commercial, Supply, and Technology teams, you will maintain visibility of customer-impacting issues, identify operational trends, and drive continuous improvement initiatives that enhance the overall customer experience. This role suits candidates with strong Customer Service or Operations experience who are comfortable managing escalations, analysing data, and working within fast-paced service environments.

In this role you will:

Key responsibilities

• Act as the primary operational point of contact for assigned customers: Maintain oversight of customer issues, escalations, and service-related matters.

• Own and coordinate operational escalations for assigned accounts and critical business situations: Ensure actions are tracked, documented, followed up, and communicated through to resolution.

• Act as the voice of the customer within Customer Service: Ensure customer concerns, operational challenges, and service impacts are understood and appropriately communicated across the business.

• Investigate customer issues and identify root causes: Work with internal stakeholders to support effective resolution and highlight opportunities for service improvement.

• Maintain accurate records of escalations, actions, decisions, and customer impacts: Ensure all activity is appropriately documented within company systems.

• Analyse operational trends, escalation themes, and customer feedback: Identify recurring issues, operational risks, and opportunities to improve the customer experience.

• Produce and present regular service reviews, operational reporting, and customer updates: Provide meaningful insights, observations, and recommendations to internal and external stakeholders.

• Develop and maintain customer operational documentation: Cover customer-specific processes, requirements, risks, and escalation pathways.

• Support continuous improvement initiatives: Provide customer insight, operational feedback, and reporting that helps inform business decisions and service enhancements.

• Build strong working relationships across Customer Service, Commercial, Supply, and Technology teams: Help ensure customer-impacting issues receive appropriate visibility, ownership, and follow-up.

• Extensive travel industry experience working within Operations, Customer Service, Customer Success, and/or Commercial teams.

• Advanced Microsoft Office skills, particularly Excel and PowerPoint.

• Experience with customer service platforms, reporting tools, and operational dashboards is highly desirable.

• Proven ability to manage complex customer relationships and escalations.

• Strong analytical and problem-solving capabilities, with the ability to interpret data and identify trends.

• Experience presenting operational performance to both internal and external stakeholders.

• Experience leading projects, process improvements, or continuous improvement initiatives.

• Excellent communication and presentation skills.

• Ability to work under pressure and manage multiple priorities.

• People management experience is desirable.