Customer Experience Program Manager

Since 1990, Europe Express has been a trusted partner to travel advisors, offering customized European travel at competitive prices for both independent and group travelers.

We are passionate about the wonders of Europe and committed to delivering exceptional client experiences. By equipping travel advisors with in-depth destination training and unparalleled resources, we empower them to succeed at every stage of their career.

Join our team and be part of a collaborative, learning-driven environment that shares a love for creating unforgettable vacations. 

We’re looking to hire a Customer Experience Program Manager to join our team! Reporting to our VP of Marketing & Business Development , you’ll be at the heart of how we understand and improve the customer experience at Europe Express. In this role, you’ll turn customer feedback, data, and real-world insights into meaningful actions that improve the journey for both Travel Advisors and travelers. You’ll lead key CX programs, help shape service standards, oversee escalations and recovery efforts, and work closely with teams across Sales, Marketing, Operations, and Product. It’s a hands-on role where you’ll have the opportunity to bring ideas to life, influence how we work, and make a visible impact on the customer experience.

What we’ll offer:

• Comprehensive health benefits
• Retirement savings plan with company contributions
• Generous paid time off allowance and birthday day off
• Flexible hybrid working schedules 
• Parental leave and family-supportive policies
• Charity or volunteering time off
• Group-wide travel discounts

What you’ll do:

• Own the CX roadmap and operating rhythm, translating business priorities and customer needs into clear programs, owners, milestones, and measures of success.
• Own complex, high-impact customer escalations, stepping in directly when needed, coordinating cross-functional responses, and ensuring root causes lead to lasting improvements.
• Supervise and coach the Customer Operations Lead, including goal setting, performance feedback, work prioritization, and oversight of CX reporting and AI-enablement projects.
• Define and embed CX standards, including service-level targets, communication cadences, escalation tiers and protocols, quality benchmarks, and coverage models that support timely responses.
• Design and maintain onboarding, training, and quality programs that equip customer-facing team members with the standards, tools, and feedback needed to deliver the Europe Express experience consistently.
• Build and optimize retention, recovery, and win-back programs for Travel Advisors, establishing clear segments, interventions, and measures of impact.
• Partner with Marketing to strengthen Passport to Perks, using customer insights and program performance to identify opportunities that increase engagement and loyalty.
• Own the Voice of the Customer program, integrating NPS, research, Sales feedback, community input, escalations, and support data into a unified view of customer sentiment.
• Turn Voice of the Customer insights into prioritized customer problem statements, business recommendations, and action plans for Sales, Marketing, After Sales/Operations, Product, and leadership.
• Track customer pain points from identification through resolution, measure the impact of changes, and close the loop with customer-facing teams.
• Communicate customer insights, risks, priorities, and wins to audiences ranging from frontline teams to senior leadership with clarity and a strong point of view.
• Act as a hands-on leader during peak demand, ambiguity, or critical escalations, using sound judgment, urgency, and strong execution.

What you’ll bring:

• Strong written and verbal English communication skills; Spanish proficiency preferred.
• Experience leading customer experience, Voice of the Customer, customer operations, retention, or service improvement programs.
• Experience in a customer-facing or escalation environment, with the judgment and empathy to navigate complex or sensitive situations.
• People leadership experience, including coaching, prioritizing work, and building accountability.
• Strong analytical skills and the ability to translate customer and operational data into clear priorities, recommendations, and measurable actions.
• A track record of identifying problems, driving cross-functional solutions, and prioritizing effectively when capacity is limited.
• Familiarity with CRM systems (HubSpot preferred), survey or feedback tools, and customer data environments.
• Experience with, or strong interest in, using AI-enabled tools for insight generation, workflow optimization, and service improvement.
• Strong written and verbal communication, facilitation, and stakeholder management skills.
• Experience in the travel industry or a B2B2C service environment is strongly preferred.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: View email address on us.fitly.work

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