Job Description

Role Purpose

The Head of Global Operations is responsible for end-to-end operational execution across all

leisure travel markets, ensuring reliable delivery, high service quality, cost efficiency, and

consistent customer experience at scale. This role focuses on running, optimizing, and scaling day

to-day operations across regions and functions.

Experience & Qualifications

Required 12-18+ years of experience in operations leadership, preferably in leisure travel, OTA, hospitality, travel-tech, or marketplaces. Proven experience managing multi-country, multi-market operations. Strong understanding of supplier operations and customer service delivery. Demonstrated success in driving process improvement, cost control, and service reliability. Experience partnering with Product and Technology teams on operational platforms.

Preferred

Key Responsibilities

1. Global Operations Delivery

Own and run day-to-day global operations across all markets.

Implement standardized operating models, SOPs, and governance across regions.

Ensure operational readiness and consistency across geographies.

2. Market & Regional Operations

Manage operations across all leisure travel markets (Americas, EMEA, APAC).

Ensure effective execution of operations aligned to local market requirements (regulatory,

cultural, supplier norms). Support market launches, transitions, and operational stabilisation.

3. Supplier & Partner Operations

Manage operational relationships with hotels, tour operators, DMCs, airlines (if applicable), and experience providers.

Oversee supplier onboarding handoffs, service-level adherence, and issue resolution.

Track and improve supplier performance including availability, fulfilment accuracy, cancellations, and service quality.

4. Customer Experience & Service Operations

Lead customer support and service operations (pre-booking, post-booking, and in-trip support).

Ensure consistent customer experience across channels (call, chat, email, in-app).

Reduce complaints, refunds, and escalations through operational improvements and root-cause resolution.

5. Operational Excellence & Process Optimization

Drive continuous improvement across booking, fulfilment, and post-trip workflows.

Improve efficiency, turnaround times, and cost control through process redesign and automation.

Establish clear operational controls and escalation mechanisms.

6. Technology & Cross-Functional Collaboration

Work closely with Product, Technology, Data, Sales, Finance, and People teams on operational

requirements.

Ensure effective use of operational tools, CRM, supplier platforms, and support systems.

Use dashboards and reports to monitor performance and drive corrective actions.

7. Financial & Performance Management

Own operational budgets, cost controls, and productivity metrics.

Track and improve unit economics including cost per booking and cost per contact.

Ensure accurate reporting of operational performance to leadership.

8. Risk, Compliance & Quality

Ensure compliance with local regulations, consumer protection norms, and industry standards.

Manage operational risks including service failures, supplier disruptions, and crisis situations.

Maintain quality assurance, audit, and escalation frameworks.

9. Leadership & Talent Management

Lead global and regional operations teams with clear accountability.

Build strong operational leadership and succession pipelines.

Drive a culture of execution, ownership, and customer focus.

Key Metrics / KPIs

Booking fulfilment and cancellation rates

Customer satisfaction (CSAT / NPS)

Cost per booking / cost per contact

Refunds, complaints, and escalation volumes

SLA adherence (suppliers and support)

Operational productivity and efficiency metrics

Experience in high-growth or transformation environments.

Exposure to global matrix organisations.

MBA or equivalent degree (preferred but not mandatory).

Key Competencies:

Strong execution and operational rigor Data-driven performance management Process and quality orientation Stakeholder and vendor management Leadership across cultures and geographies Ability to operate effectively in fast-paced environments
Job Types: Full-time, Permanent

Pay: ₹2,500,000.00 - ₹4,500,000.00 per year

Work Location: In person