Senior Operations Manager

2 weeks ago

Goa, India Open Destinations Full time

Job Title: Senior Operations Manager

Company Overview:

Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more than 25 years' real-world experience. Our team consists of 700+ travel professionals who work 24X7 with 100+ customers globally to support and scale travel businesses.

Job Summary:

We are seeking a Senior Operations Manager to oversee key customers' accounts, formulate strategy, improve performance, select and retain the right talent, and secure compliance. The ideal candidate will be ready to mentor team members, find ways to increase quality of customer service, and implement best practices across all levels.

Key Responsibilities:

  • Operations Management – Lead and oversee the day-to-day operations as per client SLAs.
  • Client Management – Ensure customers get value for money, grows outsourced operations, and renews outsourcing contracts with Open Destinations.
  • Risk Management – Identify and manage operational risks. Ensure adherence to required compliance levels.
  • Process Improvement – Identify areas of improvement and add value to the client's business or internal processes.
  • Focus on Staff Development – Coach and mentor staff and create a pipeline of second-line leadership.

Requirements:

  • Proven experience in Customer Service operations management, with at least 8-10 years in a senior leadership role.
  • Strong client management skills and the ability to build and maintain relationships.
  • Business Development by increasing existing accounts and maintaining recurring revenues.
  • Strong understanding of industry trends, technology updates, and best practices.
  • Exceptional leadership, communication, and interpersonal skills.
  • Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma – Yellow/Green Belt.
  • Strategic thinker with a track record of driving operational excellence.
  • Good understanding of different functions of outsourcing Operations – QA, Training, MIS.
  • Proficiency in data analysis and the ability to use data to make informed decisions.
  • Excellent problem-solving and decision-making abilities.

Preferred Skills:

  • Experience and understanding of travel or tour operator business.

Education:

  • Bachelor's degree in any field. Master's degree is a plus.

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