Senior Manager - Operations (Customer Excellence)

About 30 Sundays:

30 Sundays is a curated travel experiences startup focused on creating meaningful, seamless, and personalized journeys for modern travellers. We combine deep destination knowledge, strong partner networks, and high-touch service to deliver exceptional end-to-end travel experiences.

The Senior Manager – Operations (Customer Excellence) will own the complete post-sales customer journey, ensuring flawless execution of travel experiences while driving consistently high customer satisfaction. This role is critical in building scalable operational processes, managing cross-functional teams, and setting service excellence benchmarks across destination.

KEY RESPONSIBILTIES:

• Own the end-to-end customer experience from booking confirmation to post-trip closure.
• Ensure seamless coordination across reservations, destination teams, vendors, and on-ground partners.
• Act as an escalation point for high-priority or complex customer cases and ensure swift resolution.
• Drive CSAT, NPS, repeat bookings, and referral metrics.

Design, optimize, and scale SOPs for bookings, itinerary execution, vendor coordination, and crisis

• Continuously identify operational gaps and implement process improvements to enhance efficiency and service quality.
• Lead and mentor operations, reservations, and customer experience teams.
• Define clear roles, performance metrics, and training frameworks for team members.
• Oversee vendor performance across hotels, transport providers, guides, and destination partners.
• Ensure service quality, SLAs, and cost-effectiveness across all operational vendors.
• Support destination expansion by setting up scalable operational frameworks for new geographies
• Work closely with Sales, Product, Finance, and Marketing to align customer expectations with operational feasibility.
• Provide structured feedback to product and sales teams to improve itineraries, inclusions, and customer communication.
• Support leadership with data-driven insights on operational health and customer feedback.
  

Qualifications:

• 7–10+ years of experience in travel operations, customer experience, or hospitality operations.
• Proven experience managing high-touch, premium or experiential travel customers.
• Strong people management and process-building experience in a fast-paced environment.
• Excellent stakeholder management and communication skills.
• Data-driven mindset with hands-on experience using MIS, CRM, or CX tools.,
• Experience in DMCs, luxury travel companies, travel startups, or hospitality brands.
• Exposure to international destinations and complex itineraries.
• Prior experience scaling operations in a startup or high-growth environment. Opportunity to shape customer excellence in a fast-growing experiential travel brand.
• High ownership role with direct impact on customer satisfaction and brand loyalty.
• Work closely with leadership on building scalable operations and new destinations.

Why join 30 Sundays:

• Opportunity to shape customer excellence in a fast-growing experiential travel brand.
• High ownership role with direct impact on customer satisfaction and brand loyalty.
• Work closely with leadership on building scalable operations and new destinations.