Scapia - Holiday Business Operations Role

3 weeks ago

Bengaluru, India Scapia Full time

About Scapia:

Scapia is India's first travel-led fintech brand, blending financial innovation with curated travel. Our Holidays Business vertical aims to deliver unique, immersive, small-group & free independent journeys across the world.

Role Overview:

Holiday Business Operations [Post Sales] will be responsible for owning end to end management of operations for this holiday business. This individual will need to manage all critical processes involved in arranging a holiday for our customers, ensuring a seamless and delightful experience for them.

You will:

- Collaborate with external and internal teams to design & execute an efficient holiday operations workflow.

- Implement a customer and quality-focused approach in every task, emphasizing the importance of customer satisfaction throughout the post-sales processes.

- Own the end-to-end operations post-sales: handover from Sales - confirmations - documentation - supplier coordination - trip execution.

- Monitor service delivery and intervene to resolve on-ground issues in real time.

- Drive standard operating procedures for smooth customer experience.

- You will work closely with the Manager / Lead, Holidays Supply & Operations(who owns the supply side of the Holidays business - ensuring the right partnerships, packaging & contracting) and the Sales team (who convert high-intent leads), to deliver best-in-class curated journeys at scale.

Experience & Background :

- 2-3 years in travel operations, or supplier management with an OTA, DMC, or experiential travel company.

- Demonstrated success in managing post-sales operations.

- Exposure to high-touch, premium customer segments preferred.

Skills & Competencies :

Operational Skills:

- Highly organized, detail-oriented, and structured in managing handovers and trip execution.

- Strong problem-solver in managing on-ground service issues.

- Ability to set up scalable SOPs for operations.

Collaboration & People Skills:

- Works seamlessly with the Category, Sales, and Supply team.

- Strong relationship-builder with suppliers, balancing firmness and long-term trust.

What Success Looks Like:

- Smooth, high-quality operations reflected in high NPS scores and repeat travelers.

- Scapia Holidays recognized for seamless execution and customer experience.

Why Scapia?

At Scapia, you'll be at the core of building India's most exciting travel product. This is your chance to own the backbone of immersive travel supply and operations, ensuring that every Scapia journey is not only inspirational but also operationally flawless.

(ref:iimjobs.com)

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