OTSGLOBE OTS Globe is a leading Hotel Trading Company based in Switzerland and operating in 23 countries and 66 destinations in and around the Mediterranean Sea, the Atlantic Ocean, Northern Africa, the Black Sea, the Arabian Gulf and Mexico's Caribbean Coast.
We provide hotel products combined with advanced and versátil technological solutions.
Our portfolio contains over ****** available hotels for online transaction and we manage 27 million overnights a year.
The OTS Globe customized product management and yielding teams enable you to select the best product, quality and rates for any destination.
Next to this we offer years of experience in purchasing, product management and client handling.
OTS Globe is part of the MTS Globe Group which includes two other associated companies, MTS Globe who specialise in destination services and Axis Data responsible for the group's IT infrastructure.
Collaborating closely as a group, MTS Globe - OTS Globe - Axis Data form a powerful destination-based partner for our network.
OTSGLOBE OTS Globe is a leading Hotel Trading Company based in Switzerland and operating in 23 countries and 66 destinations in and around the Mediterranean Sea, the Atlantic Ocean, Northern Africa, the Black Sea, the Arabian Gulf and Mexico's Caribbean Coast.
We provide hotel products combined with advanced and flexible technological solutions.
Our portfolio contains over ****** available hotels for online transaction and we manage 27 million overnights a year.
The OTS Globe customized product management and yielding teams enable you to select the best product, quality and rates for any destination.
Next to this we offer years of experience in purchasing, product management and client handling.
OTS Globe is part of the MTS Globe Group which includes two other associated companies,



MTS Globe who specialise in destination services and Axis Data responsible for the group's IT infrastructure.
Collaborating closely as a group, MTS Globe - OTS Globe - Axis Data form a powerful destination-based partner for our network.
Job Description The Director of Operations & Customer Service Americas will be responsible for leading the operational performance and customer service strategy across the Americas region for Accommodation, Transfers, and Excursions.
The role focuses on ensuring operational efficiency, service excellence, profitability, and a seamless customer experience while managing a small operational team and collaborating closely with Commercial, Contracting, Product, and Finance departments.
This position combines strategic leadership with hands-on operational oversight, requiring strong expertise in tourism operations, customer service management, financial analysis, supplier relationships, and process optimization.
The successful candidate will play a key role in driving continuous improvement initiatives, mitigating operational risks, enhancing customer satisfaction, and supporting the company's growth objectives across the region.
This position will ensure the profitability and operational efficiency of the Americas business across the three distributed products (Accommodation, Excursions, and Transfers) through strategic supplier management, operational oversight,



and continuous improvement of the customer experience throughout the travel journey.
Strategic Responsibilities Ensure compliance with service standards, response times, follow-up processes, and customer attention requirements.
Lead continuous improvement and operational efficiency initiatives across destinations.
Monitor and optimize product portfolio performance.
Participate in strategic meetings with Commercial, Contracting, Product, and Finance teams.
Forecast operational capacity versus demand to prevent service bottlenecks and operational saturation.
Manage operational and reputational risks through strategic and tactical decision-making.
Operational Responsibilities Approve and manage critical operational incidents and escalations.
Ensure timely, accurate, and effective communication between operational and sales teams.
Support service recovery actions and customer satisfaction initiatives.
Drive operational best practices and performance consistency across the region.
Requirements Bachelor's degree in Tourism, Business Administration, Hospitality Management, or a related field.
English proficiency at B2-C1 level.
Minimum of 3 years' experience in tourism operations with financial management responsibilities.
Advanced Excel skills and experience with Business Intelligence (BI) tools.
Operations and advanced negotiation skills.
Financial Analysis and Strategic Thinking Customer Experience Management Team Leadership and Conflict Resolution Basic knowledge of Mexican Labor Law (LFT), particularly relevant for leadership and people-management responsibilities.
Availability to travel and provide operational support during contingencies when required.
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📌 Director Of Operations & Customer Service Americas (Cancún)
🏢 MTS Globe
📍 Cancún