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Job Summary: We are seeking an experienced, detail-oriented, and service-driven Head of Operations to lead and elevate the operational excellence of our luxury travel company. In this leadership role, you will oversee the full operational lifecycle of high-end, tailor-made travel experiences — ensuring that every client journey reflects the company’s brand promise of exclusivity, sophistication, and seamless execution. This role demands a passion for travel, a meticulous eye for detail, and the ability to manage complex logistics and high-value clients. ⸻ Key Responsibilities: Operational Leadership • Oversee end-to-end operations including itinerary execution, supplier coordination, client communications, and on-ground logistics. • Design and implement premium-level SOPs to ensure personalized, white-glove service at every touchpoint. • Maintain consistent service quality across all destinations, products, and travel categories. • Lead and manage the daily operations of the company, including tours, bookings, logistics, and customer support. • Monitor and improve customer journey touchpoints from inquiry to post-travel feedback. Client Experience & Customization • Ensure that every travel experience is highly personalized, anticipatory, and aligned with client preferences. • Liaise with VIP clients and their representatives to understand expectations and deliver flawlessly. • Manage crisis resolution and last-minute changes with discretion and composure. Team Management • Lead, mentor, and inspire a team of travel operations specialists, concierges, and coordinators. • Cultivate a culture of excellence, attention to detail, and client-first thinking. • Set and monitor KPIs for service quality, turnaround time, monitor performance, lead regular team reviews and operational efficiency. • Build, train, and lead a high-performing operations team. • Collaborate with other departments (sales, marketing, finance, product development) to ensure alignment and shared goals. Luxury Partner & Vendor Management • Establish and nurture relationships with luxury hotels, private aviation providers, guides, DMCs, and concierge services. • Negotiate premium services and exclusive access for clients. • Ensure partners meet exacting standards of luxury, safety, and brand alignment. Technology & Process Optimization • Oversee use and customization of luxury-specific travel platforms, CRMs, and itinerary design tools. • Implement automation and personalization tools to streamline operations without compromising bespoke service. Strategic & Financial Oversight • Optimize operational budgets while maintaining a premium client experience. • Collaborate with leadership on pricing strategies, service innovation, and global expansion planning. • Provide regular reporting on operational performance and client satisfaction metrics. Strategic Input • Work closely with executive leadership on business strategy and operational scalability. • Provide data-driven insights and reports to support decision-making and long-term planning. ⸻ Qualifications: • Bachelor’s degree in Business, Hospitality, Luxury Brand Management, or related field (Master’s preferred). • Minimum 7 years of experience in travel or luxury hospitality, with 3+ years in a senior operational role. • Proven track record of managing high-net-worth client experiences. • Deep understanding of the luxury travel landscape, global destinations, and premium service expectations. • Exceptional interpersonal, negotiation, and organizational skills. • Tech-savvy with experience in luxury CRM systems and travel management tools. ⸻ Preferred Attributes: • Fluent in more than one language. • Background in concierge services, private aviation, yachting, or high-end experiential events. • Globally connected with a strong network of luxury travel vendors and insiders. Show more Show less
