Top Operations & Support Jobs in New York City, NY

Own end-to-end trust and safety enforcement cases, including investigations, policy decisions, communications, resolutions, and appeals. De-escalate complex disputes, manage high-volume queues, document decisions, track SLAs and operational metrics, escalate fraud and legal-risk cases, conduct quality reviews, identify abuse patterns, and recommend policy, process, and automation improvements. The role also maintains communication templates and reports enforcement trends to leadership.

Own day-to-day cruise operations and booking-portal workflows, manage multiple projects, scale processes, monitor performance via data, support group bookings, and collaborate cross-functionally to improve systems and operational outcomes.

Provide prompt, empathetic support across booking, account, finance, and advisor experience queues via Intercom. Resolve inquiries end-to-end, meet SLA/CSAT/AHT/FCR targets, maintain macros/SOPs, improve tooling and AI/chatbot automation, and help onboard and mentor new team members while partnering with cross-functional teams.

Lead booking operations support for Fora advisors, owning complex booking escalations, managing a distributed contractor support team, improving tooling and SOPs, surfacing systemic issues to Product/Engineering/Finance, and driving scalability initiatives while meeting support SLAs and mentoring new team members.

The Wolf Program offers an entry-level opportunity in business operations, providing training and exposure across travel company functions, fostering entrepreneurial skills.

Lead Fora's UK market growth by owning strategy, KPIs, and operational execution. Build processes, tools, supplier relationships, and local marketing. Drive advisor onboarding, success, compliance, and cross-functional projects while managing partners and scaling multi-city operations.

The Conversational AI Operations Specialist will manage and optimize the AI chatbot Sidekick, focusing on quality assurance and content operations.

Lead and scale product operations to ensure launch readiness, mature systems of record, embed AI/automation into workflows, build cross-functional programs, and deliver data-driven dashboards and KPIs to improve efficiency and reduce escalations across Product, Support, and Engineering.

Lead launch and operations of an adventure-focused travel agency on Fora's platform. Own P&L, recruit and coach independent advisors, develop go-to-market strategy, build repeatable operational playbooks, grow revenue through advisor productivity and supplier relationships, and report on performance.

Lead the creation and operation of Fora's agency business: own onboarding, implementation, and account management for agencies; build SOPs and GTM playbooks; close gaps in training, tools, and partnerships; act as external leader to agency principals; and scale into portfolio P&L leadership by hiring and coaching General Managers and tracking agency performance.