{"id":3265146,"url":"https://alion.io/job/kmc-solutions-response-operations-lead","title":"RESPONSE OPERATIONS LEAD","company":{"id":2968,"name":"KMC Solutions","domain":"kmc.solutions","url":"https://alion.io/company/kmc-solutions","size_band":"5000+","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":85,"open_postings":52,"ghost_share":0,"stale_share":0.615,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1779},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-26T06:19:50Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T09:48:50Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"RESPONSE OPERATIONS LEAD\nTaguig City, PhilippinesOnsiteAdministrativePosted Oct 26\nMake your next big career move by applying as KMC Solutions’ next RESPONSE OPERATIONS LEAD\nThe Response Operations Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager\nmembers and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor &\nTravel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether\nmanaging last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers\nimmediate and personalized assistance, reinforcing Lartisien’s promise of seamless luxury travel. This role requires\nquick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce Omni\u0002Channel & extranets for real-time solutions.\nOn top of your salary, here are the exciting benefits you can look forward to:\nHealth Insurance/HMO \nEnjoy unlimited MadMax Coffee\nDiverse learning & growth opportunities\nAccessible Cloud HR platform (Sprout)\nAbove standard leaves \nThe main responsibilities of a RESPONSE OPERATIONS LEAD include:\nResponsibilities\n1. Hands-On Pulse Execution\nThe Supervisor remains operationally active and participates in:\nHandling urgent requests, cancellations, and modifications\nManaging in-stay issues and complaint recovery\nHandling refund and credit cases\nCommunicating with clients via WhatsApp, email, and phone\nUsing Salesforce Omni-Channel and extranet tools for real-time solutions\nThe Supervisor maintains operational credibility through direct case involvement.\n2. 24/7 Shift Oversight and Continuity\nEnsure structured shift handovers with clear case visibility\nMaintain discipline in follow-ups and case closure\nMonitor SLA compliance across all channels\nIdentify workload imbalances and intervene proactively\nSupport duty roster planning and shift balancing\nThe Supervisor ensures that no service degradation occurs between shifts.\n3. First-Level Escalation Authority\nThe Supervisor acts as the first escalation layer for:\nAny Voyager-related matter\nIn-stay complaints\nBenefit failures\nHigh-value cancellations\nRefund or credit disputes\nVIC disruptions\nSensitive service recovery cases\nEscalation to the Director occurs only in cases involving:\nHigh financial exposure\nStrategic partnership risk\nReputational risk\nPolicy decision requirements\n4. Coaching and Onboarding\nLead structured onboarding for new Response Team members\nConduct regular case reviews and coaching sessions\nDeliver training on:\nCrisis communication\nLuxury reassurance tone\nComplaint recovery standards\nEscalation matrix discipline\nConcierge boundaries\nReinforce emotional intelligence and decision discipline\nThe Supervisor ensures coaching is consistent, documented, and improvement-focused.\n5. Policy Compliance and Quality Governance\nEnforce escalation matrix and SOP adherence\nEnsure correct application of:\nRefund and credit handling procedures\nPartnerships loop protocol\nMembership boundary rules\nConcierge limitations\nPrevent policy drift and inconsistent case handling\n6. Mistake Documentation and Improvement Tracking\nThe Supervisor must maintain structured documentation of:\nSLA misses\nTone inconsistencies\nEscalation errors\nProcess violations\nRepeated service failures\nFor each documented case:\nNature of issue\nRoot cause\nImpact assessment\nCorrective coaching delivered\nPreventive action\nFollow-up date\nDocumentation must be factual, constructive, and improvement-oriented.\n7. Reporting and Partnerships Coordination\nContribute to monthly reporting on:\nHotel complaints per property\nBenefits not honored\nRefund and credit disputes\nEscalate recurring hotel performance issues to Partnerships with structured data\nEnsure complaints are framed professionally and solution-focuse\nTo apply, you must be an expert on the following requirements:\nTo apply, you must be an expert on the following requirements:\n5+ years in luxury travel, hospitality, or high-end client services.\nExpert in crisis resolution, high-pressure decision-making, and client satisfaction.\nExpertise in handling ultra-luxury clientele and complex service requests.\nSalesforce knowledge is an advantage.\nFluent in English (French or other languages preferred).\nAvailability for shift-based 24/7 support, including weekends and holidays. \nIt will also be favorable if you are knowledgeable in:\nAdditional relevant knowledge or experience related to the above requirements will be considered an advantage.\nAdministrative\n Applying takes about a minute\nKnow someone for this?\nRefer them in a few clicks and track their progress from your referrals dashboard.","description_format":"text","description_chars":4684,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Growth opportunities","Health insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-26T08:48:02Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":41,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/kmc-solutions-response-operations-lead","json_url":"https://alion.io/job/kmc-solutions-response-operations-lead.json","meta":{"generated_at":"2026-10-29T10:53:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16501,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2968},"rest":"https://alion.io/mcp/rest/get_company?id=2968"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkmc-solutions-response-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkmc-solutions-response-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkmc-solutions-response-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kmc-solutions-response-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkmc-solutions-response-operations-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3265146}},{"tool":"search_jobs","arguments":{"company":"kmc.solutions","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3265146},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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