RESPONSE OPERATIONS LEAD
Confirmed on the employer's own hiring board on Oct 27, 2026. First seen by Alion on Oct 26, 2026. KMC Solutions scores B on the Alion truth index.
RESPONSE OPERATIONS LEAD
Taguig City, PhilippinesOnsiteAdministrativePosted Oct 26
Make your next big career move by applying as KMC Solutions’ next RESPONSE OPERATIONS LEAD
The Response Operations Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager
members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor &
Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether
managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers
immediate and personalized assistance, reinforcing Lartisien’s promise of seamless luxury travel. This role requires
quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce OmniChannel & extranets for real-time solutions.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a RESPONSE OPERATIONS LEAD include:
Responsibilities
1. Hands-On Pulse Execution
The Supervisor remains operationally active and participates in:
- Handling urgent requests, cancellations, and modifications
- Managing in-stay issues and complaint recovery
- Handling refund and credit cases
- Communicating with clients via WhatsApp, email, and phone
- Using Salesforce Omni-Channel and extranet tools for real-time solutions
The Supervisor maintains operational credibility through direct case involvement.
2. 24/7 Shift Oversight and Continuity
- Ensure structured shift handovers with clear case visibility
- Maintain discipline in follow-ups and case closure
- Monitor SLA compliance across all channels
- Identify workload imbalances and intervene proactively
- Support duty roster planning and shift balancing
The Supervisor ensures that no service degradation occurs between shifts.
3. First-Level Escalation Authority
The Supervisor acts as the first escalation layer for:
- Any Voyager-related matter
- In-stay complaints
- Benefit failures
- High-value cancellations
- Refund or credit disputes
- VIC disruptions
- Sensitive service recovery cases
Escalation to the Director occurs only in cases involving:
- High financial exposure
- Strategic partnership risk
- Reputational risk
- Policy decision requirements
4. Coaching and Onboarding
- Lead structured onboarding for new Response Team members
- Conduct regular case reviews and coaching sessions
- Deliver training on:
- Crisis communication
- Luxury reassurance tone
- Complaint recovery standards
- Escalation matrix discipline
- Concierge boundaries
- Reinforce emotional intelligence and decision discipline
The Supervisor ensures coaching is consistent, documented, and improvement-focused.
5. Policy Compliance and Quality Governance
- Enforce escalation matrix and SOP adherence
- Ensure correct application of:
- Refund and credit handling procedures
- Partnerships loop protocol
- Membership boundary rules
- Concierge limitations
- Prevent policy drift and inconsistent case handling
6. Mistake Documentation and Improvement Tracking
The Supervisor must maintain structured documentation of:
- SLA misses
- Tone inconsistencies
- Escalation errors
- Process violations
- Repeated service failures
For each documented case:
- Nature of issue
- Root cause
- Impact assessment
- Corrective coaching delivered
- Preventive action
- Follow-up date
Documentation must be factual, constructive, and improvement-oriented.
7. Reporting and Partnerships Coordination
- Contribute to monthly reporting on:
- Hotel complaints per property
- Benefits not honored
- Refund and credit disputes
- Escalate recurring hotel performance issues to Partnerships with structured data
- Ensure complaints are framed professionally and solution-focuse
To apply, you must be an expert on the following requirements:
To apply, you must be an expert on the following requirements:
- 5+ years in luxury travel, hospitality, or high-end client services.
- Expert in crisis resolution, high-pressure decision-making, and client satisfaction.
- Expertise in handling ultra-luxury clientele and complex service requests.
- Salesforce knowledge is an advantage.
- Fluent in English (French or other languages preferred).
- Availability for shift-based 24/7 support, including weekends and holidays.
It will also be favorable if you are knowledgeable in:
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
Administrative
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