Operations Head

Job Title:

Job Summary

We are looking for an experienced and dynamic professional to lead field operations and drive customer experience across our franchise and SOB properties. The role requires strong operational expertise, people management skills, and a proven ability to deliver high-quality guest experiences at scale.

Key Responsibilities

• Drive customer experience metrics across franchise and SOB properties through a team of Service Specialists
• Ensure smooth onboarding of new properties, meeting all quality standards and brand guidelines
• Oversee timely go-live of properties on the platform with zero exceptions or delays
• Own and reduce Net Stuck and Check-In related issues through swift resolution and root cause analysis
• Drive property ratings and reviews across OTAs and Google My Business (GMB)
• Conduct regular audits to ensure compliance with quality, hygiene, and brand policies
• Coach and support front office operations to enhance guest satisfaction and improve property profitability
  

Key Performance Indicators

• Customer experience rating
• Operational efficiency
• Net Stuck reduction
  

Desired Candidate Profile

• 7–10 years of overall experience, with at least 2–3 years in a team leadership role
• Strong operational and process management skills, preferably in hospitality, travel, or service industries
• Proven ability to lead cross-functional teams and manage field operations at scale
• Excellent problem-solving and analytical skills with a focus on root cause resolution
• Familiarity with SOP implementation, quality audits, and guest experience metrics
• Strong communication, stakeholder management, and team coaching skills
  

Employment Type

Full-time | Field Role | 6 days working (Mon–Sat)