Operations Manager

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We're seeking an Operations Manager to own the day-to-day operational excellence of our luxury travel business. This is a hands‑on role that combines process improvement, quality management, customer success, and systems administration. You'll be the operational backbone that enables our Travel Team to focus on delivering exceptional client experiences.

• Process Management & Documentation (25%) – Write, edit, and maintain SOPs for all trip‑related processes and document lessons learned.
• Systems & Automation (20%) – Administer , Zendesk, Google Workspace, and create automations and integrations that reduce manual data entry.
• Quality Assurance & Compliance (20%) – QA on all client communications, manage client issue audits, and develop quality metrics.
• Customer Success & Renewals (15%) – Track trip progress, proactively communicate with clients, and handle renewal workflows.
• Onboarding & Training (10%) – Manage client onboarding, train new team members, and maintain training materials.
• Capacity Planning & Reporting (10%) – Monitor workload, generate operational reports, and provide actionable insights.

• 3+ years in operations, customer success, or business operations (travel or hospitality preferred).
• Strong organizational skills and ability to manage multiple processes simultaneously.
• System proficiency – comfortable learning and configuring , Zendesk, and Google Workspace.
• Attention to detail – client‑facing work requires precision.
• Excellent written communication and problem‑solving skills.
• Initiative – identify tasks and complete them without being asked.

• Experience with travel, hospitality, or luxury brands.
• Experience in Zendesk, , or similar CRMs/workflow tools.
• Basic knowledge of macros or automation principles.
• Customer success or retention experience; data analysis or reporting skills.

• Proactive and detail‑oriented.
• Collaborative, flexible, curious, and calm under pressure.

Salary: $70,000 – $85,000/year (based on experience)

• 401(k) with employer match (if eligible)
• Remote‑friendly distributed team
• Quarterly team events and recognition
• Performance bonus based on operational metrics

Mid‑Senior level

Full‑time

Management and Manufacturing

Hospitality