SaaS Platform & Automation Manager

Over the last 20 years Dragonpass has grown to become the world’s leading digital platform for airport, travel and lifestyle services providing access to over 40 million customers worldwide. As the largest provider of lounge services to UK banks, Dragonpass enhances both leisure and business traveller’s journeys through seamless access to global airport lounges, Fast Track, exclusive dining benefits and more.

The SaaS Platform & Automation Manager is responsible for designing, maintaining, and optimizing the operational knowledge and workflow systems that power our International Customer Service Team. This role ensures that contact centre flows, automation paths, integrations, and AI-enabled tools are effectively designed, adopted, and continuously improved to deliver seamless and efficient customer experiences.

Working closely with Operations, AI, and Technology teams, this person bridges business process design, technology enablement, and knowledge management, ensuring the right tools, data, and insights are in place to scale a world-class digital Customer Service Team.

• Experience in contact centre operations, knowledge management, or process design, ideally within service, travel, or premium/luxury environments.
• Strong understanding of contact routing logic, workflow design, and automation in platforms such as Zendesk, Zoom Contact Center and Salesforce.
• Proven ability to map and document processes, ensuring clear logic and efficient handoffs across systems.
• Hands‑on experience with workflow automation tools (e.g., Zapier, Make or platform‑native automations).
• High level capability in AI‑assisted systems and automation design (chatbots, routing, hybrid interaction models).

This is a hybrid role, based 3 days per week at our Altrincham office