Travel Operations Manager – Luxury Travel Leadership

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

📋 Description

• Oversee shift-level operations in Client Service, Ticketing, Trip Fulfillment, and Process Management.

• Supervise 3–4 Team Leads within concierge functions.

• Deliver daily coaching, constructive feedback, and leadership development.

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

• Conduct regular performance evaluations.

• Lead client-facing operations during shifts and make real-time decisions.

• Allocate resources, manage escalations, and resolve complex challenges.

• Ensure smooth transitions between shifts.

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

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

• Personally manage VIP clients and handle high-complexity scenarios.

• Provide timely updates and proactive solutions.

• Transform service recovery into stronger client relationships.

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

• Identify and systematically address feedback, system, and performance challenges.

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

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

• Work alongside Product, Operations, and Leadership to implement systems and ensure consistent scaling.

• Represent client and team perspectives during strategic discussions.

• Contribute insights that drive global growth while upholding service quality.

⛳️ Requirements

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

• At least 2 years in a leadership or management position, including experience in coaching teams.

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

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

• Exceptional written and verbal communication skills.

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

• Composed under pressure.

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

• Familiarity with Asana, Periskope, Stripe, or similar workflow/CRM platforms is advantageous.

• Proven track record of developing or enhancing 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 career progression: Concierge Manager → Senior Concierge Manager → Associate Director → Director.

• Promotions based on demonstrated performance and impact, rather than politics or tenure.

• Regular reviews with defined metrics and feedback.

• Support from the Head of People.

• Dedicated Process Management team assistance.

• Predictable scheduling with shifts communicated in advance.

• Effective shift handovers.

• Work within a global team with colleagues across different continents.

• Performance incentives based on merit.

• Opportunities for advanced learning in travel optimization.

• Leadership experience with global teams, shared metrics, and real-time decision-making.

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

• Experience in operational leadership at a venture-backed company experiencing 5x year-over-year growth.