About Us

Holiday Tribe is a Great Place To Work® Certified™ travel-tech company headquartered in Gurugram. Backed by leading VC firms like Powerhouse Ventures and GSF, and having recently raised pre series A funding, we are growing rapidly and setting the stage for the next phase of scale. We specialize in curated leisure travel experiences across 30+ global destinations, combining deep human expertise with a bold vision of building cutting-edge AI and technology that will transform how Indians plan and experience their holidays. Recognized as the Emerging Holiday Tech Company at the India Travel Awards 2023, we've also partnered with international tourism boards to bring world-class experiences to Indian travelers. At our core, we are a fun, performance-driven workplace on a mission to build the next big thing in travel — making holiday planning faster, smarter, and unforgettable.

About The Role

We are looking for a sharp, process-driven Operations Manager who puts the traveller at the heart of every decision. You will own the operational backbone — from supplier relationships and itinerary fulfilment to team performance and quality control — ensuring every guest experiences a seamless, memorable journey from first touchpoint to safe return home.

Customer-first philosophy

Every operational decision is evaluated through the lens of traveller impact — not just cost or efficiency
Proactively anticipate guest needs before they arise; resolve issues before they escalate
Own the full customer journey — from pre-departure communication to post-trip follow-up
Champion a culture where every team member, from coordinators to ground staff, leads with empathy

Key Responsibilities

Oversee day-to-day operations across land, air, and accommodation verticals to ensure on-time, on-budget, and guest-first service delivery
Act as the ultimate escalation point for traveller concerns — setting the tone for fast, empathetic, and fair resolution
Build and maintain NPS and CSAT measurement frameworks; translate guest feedback into actionable operational improvements
Manage and mentor a team of operations executives and ground coordinators; embed customer-first thinking in all team processes
Build and maintain relationships with hotels, airlines, DMCs, and local service providers; negotiate SLAs with service quality benchmarks tied to guest satisfaction
Design and continuously improve SOPs for bookings, cancellations, emergencies, and complaint resolution — always with a guest-experience lens
Monitor real-time operations during peak travel periods; act as escalation point for on-ground issues to protect traveller safety and comfort
Lead vendor audits and quality checks; hold suppliers accountable to guest experience standards, not just contractual obligations

Must-have Requirements

4+ years in travel operations or related field, with at least 1 year in a managerial role
Demonstrated track record of improving customer satisfaction scores in an operations context
Proven experience managing cross-functional teams and third-party vendors to guest-experience standards
Strong understanding of domestic and international travel logistics
Exceptional problem-solving ability under time-critical, guest-facing conditions
Proficiency in NPS/CSAT tools, operations dashboards, and reporting

Good to have

Familiarity with CRM and booking management platforms (e.g., Travelport, TravelSuite, Zoho)
Background in customer experience or service design
Exposure to revenue management and dynamic pricing models

What We Are Looking For In You

Traveller advocate — you make decisions by asking how does this affect our guest first, always
Calm under pressure — you handle disruptions (flight cancellations, no-shows, weather events) with composure, speed, and a focus on the guest experience
Empathy at scale — you build systems and habits that make personalised, caring service the default, not the exception
Detail-oriented — no itinerary detail is too small; you catch errors before they reach the traveller
People-first leader — you coach your team to lead with empathy and build a culture of accountability and care
Commercial awareness — you balance quality with cost efficiency, understanding that happy customers drive long-term revenue
Clear communicator — you translate guest feedback into operational change and speak the language of both frontline staff and senior leadership

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