Global Travel Operations Director

hace 4 días


Barcelona, Barcelona, España Exoticca A tiempo completo

About Us: Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to 'creating life milestones.' We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. Our proposal revolves around finding a qualified Senior Travel Operations Lead to manage our Travel Operations team, increasing customer satisfaction, loyalty, and retention. This role is responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.

The ideal candidate will have a great perspective on all our operations, managing the different countries we are operating in, providing a 24/7 service. Your role consists in engaging the team into a 7-star service, focused on customer loyalty and satisfaction. You will continually engage, motivate, support, and develop your team to achieve success and meet customer expectations. Daily supervision, reporting, and monitoring of KPIs are essential aspects of this role. Additionally, you will constantly supervise and report DMC inquiries when they affect Exoticca products. As the first point of contact for escalated internal issues, you will take ownership for a successful resolution. Providing individual coaching feedback sessions to improve customer satisfaction is also a key responsibility. Furthermore, you will work with the Travel Operations Management Team on new projects related to GDS implementation.

Requirements:

  • 2+ years of people management experience
  • Excellent leadership and interpersonal skills
  • Multitasking ability and customer-focused mindset
  • Outstanding written and verbal communication skills
  • High flexibility and schedule adaptation (night shift, weekends, bank holidays, etc.)
  • Fluent English level
  • Deep knowledge of Amadeus / GDS, on the operations and implementation part
  • Experience working with DMC is required
  • Experience working with systems such as Salesforce and Travelfusion is a must

What We Offer:

  • Competitive compensation package in line with job responsibilities and experience: €60,000 - €80,000 per year
  • Flexible compensation management for diet, transportation, and private health insurance with Cobee
  • Hybrid work model: Office located in Barcelona city
  • Permanent contract from the start
  • Travel packages at reduced prices as perks for employees
  • Unlimited coffee
  • Language lessons
  • Quarterly teamwork activities
  • Global biannual parties


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