Travel Operations Manager – Luxury Travel Leadership

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

📋 Description

• Oversee 3–4 Team Leads across all concierge services.

• Deliver daily coaching, constructive feedback, and support to enhance their decision-making and leadership abilities.

• Foster a culture where ownership, accuracy, and empathy are harmonized with efficiency and quality.

• Perform regular assessments to promote team member development and performance.

• Direct all client-facing operations during your shift, utilizing real-time decision-making skills.

• Allocate resources, manage escalations, and calmly resolve complex issues.

• Ensure smooth transitions between shifts—preventing any oversight.

• Maintain a service level agreement (SLA) adherence of 95%+ and data accuracy of 98%+ through effective systems and team management.

• Oversee the complete client journey during your shift—managing every request, quote, booking, and follow-up.

• Personally manage VIP clients and high-complexity situations that require advanced judgment.

• Guarantee that clients receive timely updates, proactive solutions, and services that surpass their expectations.

• Transform service recovery situations into opportunities to enhance client relationships.

• Submit a minimum of two documented process improvements each month that enhance efficiency or quality.

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

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

• Leverage data to inform decisions, validate improvements, and monitor impact.

• Work closely with Product, Operations, and Leadership to implement new systems and ensure consistency across shifts.

• Represent the perspectives of both clients and your team in strategic discussions.

• Provide insights that contribute to our global growth while preserving service quality.

⛳️ Requirements

• Minimum of 4 years in luxury travel, hospitality, or high-touch service operations (feel free to apply even if you don’t meet all the experience criteria but are confident in your skills).

• At least 2 years in a leadership or management role—demonstrating experience in coaching teams rather than merely managing tasks.

• Strong proficiency in GDS systems (Sabre preferred)—comfortable navigating fare rules, complex routing, and ticketing.

• Data-driven mindset—you utilize metrics to identify trends and enhance performance.

• Exceptional written and verbal communication skills—you can coach effectively and compose polished client communications.

• Composed under pressure—when challenges arise simultaneously, you remain a steady presence.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Professional development budget

• Home office setup allowance

• Global team events