服务策略运营（酒旅）-体验与服务
Core
Designing, optimizing, and monitoring the end-to-end customer service process for airline ticket inquiries, changes, and flight disruptions to improve efficiency and resolution rates.
Role type
Mid-level service operations specialist (airline tickets)
Builds
Optimized service workflows, standardized SOPs, and knowledge bases for customer support teams.
Domain
Travel industry / Airline operations
Required skills
Airline ticket business knowledge, flight change/refund policy expertise, process mapping, data analysis, cross-functional collaboration
Preferred skills
Experience with Ctrip or Fliggy platforms, OTA background
Technologies
N/A
Responsibilities
Streamline and optimize customer service workflows for ticket inquiries and flight disruptions; Maintain and update service SOPs and knowledge bases; Monitor key service metrics and generate data-driven optimization reports; Train frontline staff and coordinate with product/tech teams to resolve operational bottlenecks.