The position

At point.me, we help travelers unlock the full potential of their loyalty points, making award travel easier and more accessible. As we continue to expand our concierge booking services, we’re looking for a Booking Operations Lead to ensure a seamless, high-quality experience for our customers while maintaining efficiency and driving revenue.

This part-time role (20/hrs week) is ideal for an operationally minded leader who thrives in fast-paced, customer-focused environments. The Booking Operations Lead will oversee a team of approximately 10 award travel contractors, as the contractors book flights for our clients. The Booking Operations Lead will ensure that intraday operations run smoothly, service standards remain high, and bookings are completed efficiently by our the team. Note that these team members are not full time employees, but are a team of distributed contractors with varying hours and bandwidth.

What You'll Do

• Service Excellence & Quality Assurance: Champion a consistently high customer experience by reinforcing service standards, proactively refining processes, and swiftly addressing escalations to drive satisfaction and efficiency.
• Accelerate Deal Progression: Maintain momentum in the booking pipeline by ensuring inquiries and reservations are processed by our concierge team with urgency and precision, minimizing delays while optimizing customer outcomes.
• Operational Efficiency & Execution: Oversee daily booking operations, strategically balancing workload across the team, troubleshooting roadblocks, and continuously optimizing workflows to improve performance and service delivery.
• Team Enablement & Coaching: Serve as a trusted resource for contractors, providing clear guidance, facilitating knowledge-sharing, and proactively coaching the team on best practices to enhance effectiveness and confidence.
• Continuous Process Improvement: Identify operational bottlenecks and inefficiencies, implementing data-driven enhancements that streamline workflows, reduce friction, and elevate overall service quality.
• Cross-Functional Collaboration: Partner closely with concierge and customer support teams to ensure alignment on customer expectations, service standards, and operational goals, fostering seamless communication and a unified approach.

Who You Are

• Operationally Minded: You have a strong grasp of workflow optimization and can keep multiple moving pieces aligned for maximum efficiency.
• Customer-Centric: You prioritize delivering exceptional customer experiences and know how to balance speed and quality in a fast-moving service environment.
• Strong Communicator: You are clear and concise in your communication, ensuring that contractors have the information and coaching they need to perform at their best.
• Problem-Solver: You thrive in dynamic environments and can think on your feet to resolve issues and keep operations running smoothly.
• Highly Organized: You are detail-oriented, structured, and able to manage competing priorities effectively.
• Award Travel Expert: You have a deep understanding of award travel booking, airline loyalty programs, and maximizing points and miles. Candidates without award travel experience will be considered if they’re confident they can ramp quickly to the space

About point.me

At point.me, we are committed to simplifying the loyalty points experience and increasing our customers' spending power by helping them see their points as currency. Join us and be part of a fast-growing company where your work will make a real impact. 

Benefits & perks

• Fully remote position with flexible hours (20 hrs/week)
• Competitive compensation based on experience ($30 - $36 per hour)
• Opportunity to work with the most knowledgeable award travel experts in the world
• A fast-growing, collaborative, and innovative team environment

While our team members can participate from anywhere, all applicants must be eligible to work in the United States.

We respect the individual needs of employees and are an equal opportunity employer.