The Head of Operations has a pivotal role within the organization and is responsible for the daily operations on a global level, including reservations, travel coordination and customer service for both FIT and group business lines. The Head of Operations is to drive innovation and to seek continuous improvement to enable the best travel experience for our customers. 

• Oversee daily travel operations, including reservations, coordination, and customer service, while establishing protocols and standards to optimize financial, people, and resource management. 

• Develop and maintain positive and efficient working relationships with B2B customers (travel agents and tour operators) and suppliers, effectively manage any issues arising. 

• Manage the customer service team assisting B2C customers (travelers) in destination, as and when issues arise with the services booked. 

• Collaborate closely with internal teams to provide feedback on products and services, offering strategic guidance on all operational aspects. 

• Serve as a senior leader responsible for the travel operations strategy within the organization, leveraging industry knowledge and leadership to develop innovative solutions that improve company efficiency and profitability together with customers’ experience. 

• Foster a collaborative culture with the commercial teams (sales and sourcing) to resolve any operational issue and support the team in fulfilling its objectives. 

• Shape the structure of the department, the profiles required and the KPIs assigned to the staff. 

• Address capacity challenges by proactively managing workloads to ensure timely delivery, particularly during peak departure seasons. 

• Identifies and addresses training needs within the department, ensuring trainings are effectively implemented. 

• Set and maintain efficient booking SLAs with customers and suppliers. 

• Support recruitment, induction, and training for senior team members as needed.