Travel Operations Manager – Luxury Travel Leadership

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

📋 Description

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

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

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

• Conduct regular evaluations to promote team member growth and performance.

• Direct all client-facing operations during your shifts with real-time decision-making capabilities.

• Allocate resources, manage escalations, and resolve complex issues with composure and confidence.

• Ensure smooth transitions between shifts—nothing falls through the cracks.

• Maintain over 95% SLA adherence and 98% data accuracy through effective systems and team management.

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

• Personally attend to VIP clients and handle high-complexity situations requiring senior-level judgment.

• Ensure clients receive prompt updates, proactive solutions, and service that exceeds expectations.

• Transform service recovery moments into opportunities that 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.

• Utilize data to inform decisions, validate improvements, and measure 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 influence our global growth while maintaining service quality.

⛳️ Requirements

• A minimum of 4 years in luxury travel, hospitality, or high-touch service operations (apply even if you lack some experience but are confident in your skills).

• At least 2 years in a leadership or management capacity—you’ve coached teams rather than just managed tasks.

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

• A data-driven mindset—you leverage metrics to identify trends and enhance performance.

• Exceptional written and verbal communication—you can coach effectively and craft polished client messages.

• Ability to remain calm under pressure—when challenges arise simultaneously, you provide a steady presence.

🏝️ Benefits

• Predictable scheduling—you’ll know your shifts in advance.

• Smooth handovers—the next manager receives everything they need.

• Global team—work alongside talented colleagues across different continents.

• Merit-based performance incentives.