Travel Operations Manager – Luxury Travel Leadership

This is a fully remote position, open to applicants in India.

📋 Description

• Take charge of shift-level operations encompassing Client Service, Ticketing, Trip Fulfillment, and Process Management.

• Supervise 3–4 Team Leads across concierge operations.

• Provide daily coaching, constructive feedback, and support to enhance judgment and leadership skills.

• Foster a culture that emphasizes ownership, precision, empathy, speed, and quality.

• Conduct regular performance evaluations and growth assessments.

• Oversee client-facing operations during shifts, making real-time decisions.

• Allocate resources, manage escalations, and address complex issues.

• Ensure smooth transitions between shifts.

• Maintain over 95% SLA adherence and 98% data accuracy.

• Manage the complete client journey, including requests, quotes, bookings, and follow-ups.

• Personally engage with VIP clients and handle high-complexity scenarios.

• Provide timely updates and offer proactive solutions.

• Lead service recovery efforts and enhance client relationships.

• Submit a minimum of two documented process improvements each month.

• Identify and systematically address patterns in client feedback, system inefficiencies, and team performance.

• Collaborate with Process Management and other teams to streamline workflows.

• Utilize data for decision-making, validating improvements, and tracking impact.

• Partner with Product, Operations, and Leadership to ensure consistency across shifts.

• Represent client and team perspectives in strategic discussions.

• Contribute insights that shape global growth while preserving service quality.

⛳️ Requirements

• A minimum of 4 years in luxury travel, hospitality, or high-touch service operations.

• At least 2 years in a leadership or management capacity.

• Strong proficiency in Sabre, covering fare rules, complex routing, and ticketing.

• A data-driven mindset, utilizing metrics to identify trends and enhance performance.

• Exceptional written and verbal communication skills.

• Ability to coach with clarity and craft polished client communications.

• Remain calm and composed under pressure.

• Experience with international business/first-class bookings or award travel programs is advantageous.

• Familiarity with Asana, Periskope, Stripe, or comparable workflow/CRM platforms is a plus.

• Experience in building or refining operational processes, SOPs, or training programs is beneficial.

• Experience managing remote, global teams is a plus.

• Background in luxury hospitality brands is a plus.

🏝️ Benefits

• Clear advancement path: Concierge Manager → Senior Concierge Manager → Associate Director → Director.

• Promotions based on demonstrated performance and impact.

• Regular performance reviews with clear metrics and constructive feedback.

• Partnership and support from the Head of People.

• Dedicated support from the Process Management team.

• Predictable scheduling with shifts communicated in advance.

• Proper handovers during shifts.

• Global team collaboration with colleagues across continents.

• Merit-based performance incentives.

• Opportunities for advanced travel optimization learning.

• Leadership experience in managing global teams.

• Cross-functional collaboration with Product, Engineering, and Operations.

• Operational leadership experience at a venture-backed company.