Travel Operations Manager | Remote | Luxury Travel Leadership

2 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Manage 3–4 Team Leads across client service, ticketing, trip fulfillment, and process management functions.
  • Provide daily coaching, feedback, and performance support to develop team leadership and judgment.
  • Own shift-level client-facing operations and make real-time decisions during the shift.
  • Allocate resources, manage escalations, and resolve complex service issues calmly and effectively.
  • Ensure seamless handovers between shifts so work is carried forward without gaps.
  • Maintain 95%+ SLA adherence and 98%+ data accuracy through strong systems and team management.
  • Own the end-to-end client journey for the shift, including requests, quotes, bookings, and follow-up.
  • Handle VIP clients and other high-complexity situations requiring senior judgment.
  • Submit at least two documented process improvements each month to improve efficiency or quality.
  • Partner with Product, Operations, Leadership, and Process Management to streamline workflows and scale consistency.

Requirements

  • 4+ years of experience in luxury travel, hospitality, or high-touch service operations.
  • 2+ years of experience in a leadership or management role.
  • Strong GDS proficiency, with Sabre preferred.
  • Comfort with fare rules, complex routing, and ticketing.
  • Data-driven mindset with the ability to use metrics to improve performance.
  • Excellent written and verbal communication skills.
  • Ability to stay calm and effective under pressure.
  • Experience with international business or first-class bookings or award travel programs is preferred.
  • Familiarity with tools such as Asana, Periskope, Stripe, or similar workflow/CRM platforms is preferred.
  • Experience managing remote, global teams is preferred.

Benefits

  • Clear internal growth path from Concierge Manager to Director.
  • Opportunity to help build new concierge frameworks and career systems.
  • Regular reviews with clear metrics and feedback.
  • Support from a Head of People and a dedicated Process Management team.
  • Predictable scheduling with advance notice of shifts.
  • Merit-based performance incentives.
  • Exposure to advanced travel optimization strategies and cross-functional collaboration.
  • Experience at a venture-backed company growing 5x year-over-year.

Interested in this position?

Apply directly on the company website

Apply Now

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