Senior Manager - CX and Ops (Travel)

Business Unit: CREW

Location: Bangalore

About The Business

Role Overview

Key Responsibilities

• Travel Service Excellence: Oversee premium travel planning, recommendations, bookings, and fulfillment for customer requests; monitor live missions for smooth execution and timely escalation handling.
• Operations Management: Lead and coach Team Leads and Captains specializing in travel; optimize assignment, resolution speed, and captain productivity on travel tickets.
• Process Innovation: Develop and refine SOPs specific to travel fulfillment, ticketing, cancellations, changes, and emergency requests; ensure operational consistency and compliance.
• Tech Collaboration: Work with engineering and product teams to enable AI-driven travel workflows, enhance intelligent itinerary building, and automate routine reservations.
• Workforce Planning: Hire, train, and schedule adequate staff with travel expertise, ensuring seamless coverage across service hours—including weekends on a rotational basis.
• Quality and Performance: Use operational and customer data to spot trends, identify bottlenecks, drive service improvements, and maintain elevated customer satisfaction throughout the travel experience.
  

Key Requirements

• MBA from Tier 1/ 2 colleges
• 5 –10 years’ experience in tech based B2C companies or travel operations
• Demonstrated ability in managing large, shift-based teams and leading customer fulfillment in travel/tourism verticals.
• Strong operational discipline, crisis management, and data-driven approach to problem-solving.
• Tech-savvy mindset with experience of AI-enabled service delivery and automation in travel planning.
• High attention to detail and commitment to service excellence for affluent customers.
• Professional stakeholder management and communication skills.
• Must be open to working weekends and holidays on a rotational schedule.
  

Success in this Role