Operations Manager
Core
Oversee daily operations, optimize workflows, and ensure smooth execution across customer support, travel coordination, and partner interactions.
Role type
Operations Manager
Builds
Operational workflows and service delivery for travel bookings and customer support
Domain
Travel & Hospitality
Required skills
SOP management, KPI tracking, remote team management, process optimization, issue escalation, vendor coordination, reporting, cross-functional collaboration
Preferred skills
Travel agency/OTA experience, LATAM + PH team management, automation tools, building processes from scratch
Technologies
Zendesk, Gorgias, Freshdesk
Responsibilities
Oversee daily operations across customer support, booking workflows, and partner coordination; Maintain, update, and enforce SOPs for customer service, travel bookings, cancellations, refunds, and escalations; Manage seasonal and full‑time support teams in PH and LATAM; Track KPIs including AHT, CSAT, QA scores, booking accuracy, and SLA compliance; Resolve operational bottlenecks, customer escalations, and partner‑related issues; Identify inefficiencies in booking, support, and partner workflows; Ensure accuracy in bookings, refunds, itinerary changes, and customer communication; Communicate with travel partners, suppliers, and platforms to resolve issues; Deliver weekly and monthly operational reports to leadership; Work with Customer Support, Finance, and Marketing to ensure operational alignment.
Seniority
Mid-level, hands-on IC
