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
