Travel Operations Manager | Remote | Luxury Travel Leadership

2 months 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 concierge functions and support their day-to-day development.
  • Provide daily coaching, feedback, and performance reviews to strengthen team leadership and judgment.
  • Own shift-level operations across client service, ticketing, trip fulfillment, and process management.
  • Direct client-facing operations during the shift, including escalation handling and real-time decision-making.
  • Ensure seamless handovers between shifts so client work is completed without gaps.
  • Own the end-to-end client journey for the shift, including requests, quotes, bookings, and follow-up.
  • Personally handle VIP clients and high-complexity situations requiring senior judgment.
  • Maintain 95%+ SLA adherence and 98%+ data accuracy through strong systems and team management.
  • Identify patterns in client feedback, workflow inefficiencies, and team performance, then solve them systematically.
  • Partner with Product, Operations, Leadership, and Process Management to improve systems 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 using fare rules, complex routing, and ticketing workflows.
  • 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 Asana, Periskope, Stripe, or similar workflow and CRM tools is preferred.
  • Experience building or improving operational processes, SOPs, or training programs is preferred.
  • Experience managing remote, global teams is preferred.
  • Background in luxury hospitality brands such as hotels or premium concierge services is preferred.

Benefits

  • Clear internal growth path from Concierge Manager to Director.
  • Opportunity to help build new concierge frameworks and career systems rather than inherit a rigid legacy process.
  • Regular reviews with clear metrics and feedback.
  • Support from a Head of People who understands operations.
  • Dedicated Process Management support to improve workflows.
  • Predictable scheduling with shift details known in advance.
  • Merit-based performance incentives.
  • Opportunity to gain operational leadership 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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