Subject Matter Expert

Job description

**Role & responsibilities** - Act as the primary point of expertise for Solution Hub processes, ensuring seamless support across multiple business partners. - Drive end-to-end problem solving for complex operational issues, identifying root causes and implementing sustainable solutions. - Manage and resolve high-priority escalations, ensuring timely closure and stakeholder satisfaction. - Own account management responsibilities for assigned partners, ensuring service quality, SLAs and continuous improvement. - Collaborate cross-functionally with internal teams (Operations, Tech, CX) to streamline workflows and enhance efficiency. - Identify process gaps and recommend scalable solutions to support business growth. - Track, analyze, and report key metrics to improve performance and decision-making. - Support onboarding and training of new team members as the Solution Hub scales. **Preferred candidate profile** - 4-6 years of experience in operations, customer experience or account management roles. - Strong problem-solving and analytical skills with a data-driven approach. - Proven experience in handling escalations and stakeholder management. - Demonstrated ability in account management and relationship building. - Excellent communication skills (verbal & written). - Ability to work in a fast-paced, high-growth environment with multiple stakeholders. - Prior experience in hospitality, travel tech or marketplace operations is a plus.