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

🚀 We’re Hiring: HR & People Operations | Full-Time | On-Site (Mumbai) 📍 Location: Khar West, Mumbai 🔗 Website: www.thevillaescape.com 📸 Instagram: @thevillaescape About Us: At The Villa Escape , we’re not just planning trips—we’re crafting experiences to places most people only dream of: Iceland, Mongolia, Rwanda, and more. We're a bespoke travel planning company that thrives on passion, personalization, and wanderlust. Now, we're looking to build and grow our internal team—and we need someone who understands people as well as we understand travel. Role: HR & People Operations We’re on the lookout for a dynamic and proactive HR professional who can manage everything from recruitment and onboarding to culture, employee engagement, and performance . This role is perfect for someone who wants to make a meaningful impact in a fast-paced, boutique travel company . Key Responsibilities: End-to-end recruitment & onboarding Build and nurture a strong company culture Design and manage employee engagement programs Create and implement HR policies and processes Handle employee relations , feedback, and development paths Manage basic admin, attendance, and compliance tasks Collaborate with leadership to scale the team thoughtfully and sustainably You Should Have: ✔️ 2–4 years of HR/People Ops experience (preferably in startups, hospitality, or creative industries) ✔️ Great communication and people skills ✔️ Strong organizational and multitasking abilities ✔️ A proactive, solutions-driven mindset ✔️ A love for company culture and team building ✔️ Mumbai-based — this is a full-time, on-site role Why Work With Us? 🌍 You’ll be part of a close-knit, travel-obsessed team 🚀 You’ll help shape the people and processes of a growing company 🌟 You’ll get to work in a creative, non-corporate environment that values initiative and passion ✈️ And yes, you might get to travel 😉 📧 How to Apply: Send your resume and a quick intro about why you love working with people

You are being offered an exciting opportunity to join The Villa Escape as an HR & People Operations professional. The Villa Escape is a bespoke travel planning company that specializes in crafting unique experiences to exotic destinations such as Iceland, Mongolia, and Rwanda. As part of our internal team, you will play a crucial role in shaping the company's culture and supporting its growth. In this role, you will be responsible for a wide range of HR functions, including recruitment, onboarding, culture building, employee engagement, and performance management. You will have the opportunity to make a meaningful impact in a fast-paced and dynamic environment, working closely with the leadership team to scale the company thoughtfully and sustainably. The ideal candidate for this position should have at least 2-4 years of HR/People Ops experience, preferably in startups, hospitality, or creative industries. Strong communication and organizational skills are essential, along with the ability to multitask and proactively find solutions to challenges. You should have a genuine passion for building company culture and fostering team collaboration. This is a full-time, on-site role based in Mumbai. By joining The Villa Escape, you will become part of a close-knit team of travel enthusiasts who value initiative, passion, and creativity. You will have the opportunity to contribute to the growth and development of the company while working in a non-corporate environment that encourages individuality and innovation. If you are excited about working with people and shaping the future of a growing company, we invite you to apply by sending your resume along with a brief introduction highlighting why you love working with people. Join us at The Villa Escape and embark on a rewarding journey of professional and personal growth.,