Head of Operations

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About Rezolv Hospitality

CLASS

Role Overview

The Head of Operations will lead Rezolv’s end-to-end service delivery across crew layovers, IROPS disruptions, last-minute accommodations, and global hotel partnerships. This role requires a strategic leader who can scale operations across regions, build strong processes, drive technology adoption, and deliver exceptional SLAs for airline clients. The ideal candidate brings operational rigor, people leadership, crisis management capability, industry knowledge, and a customer-centric mindset.

Key Responsibilities

1. Strategic & Operational Leadership

• Own the entire operations strategy for Rezolv across all business verticals.
• Build scalable systems, SOPs, and workflows to support rapid expansion across geographies.
• Drive operational excellence through standardization, automation, and continuous improvement.
• Collaborate with Product & Tech teams to enhance platform capabilities based on operational insights.

2. Airline & Hotel Partner Management

• Maintain strong relationships with airline clients and hotel partners globally.
• Ensure seamless crew layover management, real-time IROPS handling, and fulfilment of last-minute bookings.
• Oversee rate negotiations, contract adherence, and service-level delivery by partner hotels.
• Resolve escalations efficiently and ensure consistent service quality.

3. SLA Ownership & Service Delivery

• Own and monitor SLAs across all client interactions (e.g., allocations, room readiness, IROPS response times).
• Establish a robust escalation matrix and ensure 24×7 operational continuity.
• Implement quality control mechanisms, audits, and periodic performance reviews.

4. Team Leadership & Development

• Lead, mentor, and grow a high-performing operations team across time zones.
• Build structures for shift management, workforce planning, and regional support teams.
• Drive a culture of accountability, responsiveness, and customer success.

5. Technology & Automation

• Champion adoption of Rezolv’s proprietary tech solutions across internal teams and external partners.
• Identify gaps in user experience (internal/external) and work with Tech/Product to implement solutions.
• Use data dashboards, analytics, and forecasting to drive decision-making.

6. Financial & Compliance Oversight

• Manage operational budgets, cost optimization, and vendor payouts.
• Ensure compliance with airline standards, safety protocols, and contractual obligations.
• Support Finance and Legal teams with audits, dispute resolution, and reporting.

7. Risk, Crisis & IROPS Management

• Lead Rezolv’s response to disruption events (weather, cancellations, delays, mass diversions).
• Ensure rapid deployment of hotels, transport, and ground support as required.
• Build business continuity plans and strengthen risk-mitigation frameworks.

Qualifications & Experience

• 10–15 years of experience in airline operations, hospitality operations, travel-tech, or related sectors.
• Proven experience leading large teams and multi-geography operations.
• Strong understanding of airline crew management, IROPS processes, or hotel operations.
• Demonstrated ability to build systems and structures in a fast-growth environment.
• Experience working closely with product and technology teams (preferred).
• Excellent communication, crisis management, and stakeholder management skills.

Key Competencies

• Strategic and analytical thinking
• Customer-first orientation
• Process design and optimization
• Data-driven decision-making
• Leadership and people management
• Problem-solving under pressure
• Strong negotiation and relationship-building skills

Why Join Us

• Be part of a rapidly scaling company in the aviation–hospitality technology space.
• Work with a young, agile leadership team building next-generation solutions.
• Opportunity to shape processes, technology, and expansion from the ground up.