Position Summary
We are seeking a strategic and highly experienced Vice President of Operations to lead our travel operations division. In this critical executive role, you will be responsible for overseeing the daily operations of our travel fulfillment, customer service, and vendor relations teams. You will drive operational excellence, scale our processes to support rapid growth, and ensure our customers receive seamless, end-to-end travel experiences. The ideal candidate possesses deep travel industry knowledge, strong financial acumen, and a proven track record of managing large, dynamic teams.
Key Responsibilities
Strategic Leadership & Management
- Develop and execute an operational strategy aligned with the company's overall business goals and growth targets.
- Lead, mentor, and scale the operations teams, including travel advisors, customer support, and quality assurance.
- Establish Key Performance Indicators (KPIs) and SLAs, regularly reporting on operational performance to the executive team.
- Foster a culture of continuous improvement, accountability, and high performance across all operational departments.
Operational Efficiency & Technology
- Streamline booking processes, ticketing workflows, and customer support channels to maximize efficiency.
- Oversee the optimization and integration of travel technology platforms, including Global Distribution Systems (GDS), CRMs, and online booking tools (OBTs).
- Identify bottlenecks in the customer journey and implement proactive solutions to enhance the overall traveler experience.
Risk Management & Quality Assurance
- Develop and oversee robust crisis management and duty-of-care protocols for travelers during disruptions, natural disasters, or global emergencies.
- Ensure full compliance with industry regulations (e.g., ARC, IATA, DOT) and data privacy laws.
- Implement quality control measures to minimize booking errors, debit memos, and customer complaints.
Financial Oversight
- Manage the operations department budget, maintaining strict control over labor costs and operational expenses.
- Collaborate with the finance team to monitor P&L, forecast operational costs, and identify areas for cost reduction without compromising service quality.
Qualifications
Experience & Education
- Bachelor's degree in Business Administration, Hospitality, Travel/Tourism, or a related field (MBA is highly preferred).
- 10+ years of progressive leadership experience in operations within the BPO travel industry.
- Minimum of 5 years in a senior management or executive role overseeing large, cross-functional teams.
Skills & Competencies
- Deep expertise in travel industry mechanics, including GDS operations (e.g., Sabre, Amadeus, Travelport), ticketing, and fulfillment processes.
- Proven track record of scaling operations in a high-growth environment.
- Strong financial acumen with experience managing departmental P&L and budgets.
- Exceptional crisis management skills and the ability to make rapid, strategic decisions under pressure.
- Excellent negotiation skills with a history of successful supplier contracting.
- Outstanding communication and interpersonal skills, with the ability to inspire teams and collaborate effectively with C-suite executives.
What We Offer
- Competitive Compensation
- Comprehensive Benefits
- Professional Growth
