Senior Manager Operation Excellence

The Senior Manager Operation Excellence role is responsible for leading and strengthening operational excellence across customer and agent support channels, improving workflow efficiency, and ensuring consistent service delivery. This role serves as a bridge between commercial strategy and day-to-day operations, enabling a stable execution and scalable processes as the business grows.

Requirements

• Proven experience (typically 5+ years) in operations leadership, preferably within travel, hospitality, OTA, or customer service environments.
• Strong understanding of process design, SOP development, and operational metrics.
• High conflict-resolution & stakeholder management ability to manage and influence stakeholders for amicable outcomes.
• Excellent people leadership and coaching skills, with experience building or leading small operational teams.
• Data-driven problem-solving mindset with the ability to translate insights into operational actions.
• Excellent verbal and written communication, with the ability to engage across functions.
• Organized, proactive, and comfortable working in ambiguous environments and shaping emerging operational structures.
• Familiarity with travel industry system such as GDS and use of CRM is preferred.