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Role Description

This is a newly created permanent position. The Bilingual Service Delivery Manager is responsible for leading and managing the day-to-day operations of the Service Delivery team across travel and lifestyle services in both English and French. This role ensures the delivery of exceptional client experiences, meets business and quality goals, and fosters employee engagement. The manager will coach and develop high-performing teams, drive operational excellence, and support strategic initiatives to exceed client expectations and contractual commitments.

Qualifications

• Minimum 5 years in travel, lifestyle, or hospitality services.
• Minimum 5 years managing teams of 15+ in a call center environment.
• Must possess relevant Supervisor Travel Industry Certification in accordance with local requirements.
• Experience with travel programs (air/hotel) and B2B models preferred.
• Bachelor’s degree or equivalent experience required.
• Highly proficient communication in English (verbal and written) required.
• Proficient communication in French (verbal and written) required.

Requirements

• Strong professional presence and communication skills.
• Travel GDS and CRM knowledge.
• Comprehensive understanding of relevant Travel Industry specific standards and regulations.
• Ability to thrive in fast-paced, evolving environments.
• Strategic leadership, delegation, and coaching capabilities.
• Business acumen and client trust-building.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio).

Benefits

• This position is a non-travel position.
• Flexible schedule, including evenings, based on business needs.

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.