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Job Description & How to Apply Below
Job Title:
Head of Operations
- Luxury Travel
- Full-time
Location:
Mumbai, India
Employment type:
Full-time
Environment:
Luxury Travel Environment
About the Role
We are searching on behalf of our client for this role. This position is not with OVI.
We are looking for an experienced, commercially minded Head of Operations to lead and scale our operations function. You will own the end-to-end delivery of our luxury travel product — from supplier strategy and systems to team performance and client experience standards. This is a senior leadership role that requires someone who has been in the trenches of travel operations and is now ready to build, refine, and elevate.
You will work closely with the Founder to ensure that every journey we create is executed with precision, creativity, and the kind of care that defines true luxury.
Key Responsibilities
• Own the operational delivery of all FIT and bespoke itineraries from confirmation through to post-trip wrap-up.
• Define, document, and continuously improve operational workflows, SOPs, and quality standards.
• Ensure all bookings, confirmations, and travel documents meet the company's quality bar before reaching the client.
• Oversee on-trip support protocols and crisis management, ensuring swift and effective resolution of disruptions.
• Lead, mentor, and develop the operations team — setting clear expectations, managing performance, and building capability.
• Set ideal priorities of tasks for each member of the team.
• Foster a culture of ownership, attention to detail, and service excellence within the team.
• Build and manage strategic relationships with luxury hotels, DMCs, ground operators, airlines, and experience providers globally.
• Negotiate preferred rates, allotments, and override agreements that strengthen our product and margin.
• Evaluate supplier performance regularly and make decisions on partnerships that align with our quality standards.
• Represent the company at international travel trade events and supplier meetings.
• Work with the sales and product teams to ensure operational feasibility of itineraries during the design phase.
• Identify gaps in the supplier network and develop new partnerships to expand destination depth.
• Conduct regular quality audits across itinerary documentation, supplier confirmations, and client-facing materials.
• Champion the client experience — ensuring every operational touchpoint reflects the luxury standard we promise.
• Own the company's CRM and operations tech stack — identify gaps, implement improvements, and ensure adoption across the team.
• Develop reporting dashboards that give leadership visibility into booking volumes, margins, supplier performance, and operational KPIs.
• Oversee purchase orders, supplier invoicing, and payment cycles in coordination with accounts manager.
• Monitor booking margins and flag cost variances, working with sales to protect profitability.
• Provide input on pricing strategy based on supplier costs and market benchmarks.
Your Profile
• 5–8 years in travel operations, with at least 3 years of experience in managing a small team.
• Deep experience in luxury FIT travel — strong understanding of what high-net-worth clients expect and how operations must deliver on it.
• Established relationships with luxury hotel brands, international DMCs, and ground operators across key destinations.
• Track record of building and leading high-performing operations teams.
• Strategic thinker who can zoom out to see the big picture and zoom in to fix operational detail.
• Strong commercial acumen — understands the relationship between operational efficiency, supplier relationships, and margin.
• Excellent communicator — confident dealing with senior stakeholders, global suppliers, and high-value clients.
• Systems-oriented mindset with experience implementing or optimising travel tech and CRM platforms.
• Calm, decisive, and effective under pressure — especially in high-stakes on-trip situations.
• High personal standards that naturally raise the bar for the team around them.
What's Offered
• Senior leadership position with direct access to the Founder and influence over company direction.
• Competitive…
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