Travel Operations Manager | Remote | Luxury Travel Leadership

Overview

Lead shift-level luxury concierge operations for Ascend, managing Team Leads across Client Service, Ticketing, Trip Fulfillment and Process Management.

What you'll do

• Manage 3–4 Team Leads across all concierge functions and provide daily coaching, feedback and support.
• Build a culture where ownership, precision and empathy are balanced with speed and quality.
• Conduct regular reviews to support team member growth and performance.
• Direct all client-facing operations during your shift with real-time decision-making.
• Allocate resources, manage escalations and resolve complex issues with calm confidence.
• Ensure seamless handovers between shifts.
• Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.
• Own the end-to-end client journey for your shift, including every request, quote, booking and follow-up.
• Personally handle VIP clients and high-complexity situations requiring senior judgment.
• Ensure clients receive timely updates, proactive solutions and service exceeding expectations.
• Turn service recovery moments into opportunities that strengthen client relationships.
• Submit at least two documented process improvements per month that increase efficiency or quality.
• Spot patterns in client feedback, system inefficiencies and team performance, and solve them systematically.
• Partner with Process Management and other teams to streamline workflows.
• Use data to make decisions, validate improvements and track impact.
• Work closely with Product, Operations and Leadership to implement new systems and scale consistency across shifts.
• Represent the voice of both clients and your team in strategic discussions.
• Contribute insights that shape how the company grows globally while maintaining service quality.

What you'll need

• 4+ years in luxury travel, hospitality or high-touch service operations.
• 2+ years in a leadership or management role, having coached teams.
• Strong Sabre proficiency, comfortable with fare rules, complex routing and ticketing.
• Data-driven approach, using metrics to spot trends and improve performance.
• Excellent written and verbal communication, able to coach with clarity and write polished client messages.
• Calm under pressure.

Nice to have

• Experience with international business/first-class bookings or award travel programs.
• Familiarity with tools like Asana, Periskope, Stripe or similar workflow/CRM platforms.
• Track record of building or improving operational processes, SOPs or training programs.
• Experience managing remote, global teams.
• Background in luxury hospitality brands (hotels, premium concierge services).

Details

• Remote role, located in India.