B2B Operations Leader — Global CX & Scale

Exoticca international; Cataluña; Híbrido; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Cobee benefits for diet, transport, &

Hybrid Barcelona offices

Permanent contract

Travel packages

Referral bonus

Coffee, team lunches, English lessons,

Multicultural team

Descripción de la vacante

Exoticca is seeking a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally. You will own performance, scalability, and evolution of B2B operations supporting Travel Advisors across markets.

You will design scalable operating models, drive improvements, and work with Product, Operations, and Growth teams while maintaining high customer experience standards.

Formación

• 5+ years in Customer Operations in high-growth environments.
• Proven KPI improvement and scalable operational processes.
• Strong data-driven decision making and ability to translate insights into action.

Responsabilidades

• Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction.
• Lead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability.
• Design and implement scalable processes and frameworks to support business growth across multiple markets.
• Drive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks.
• Define prioritization models aligned with business impact and customer value.
• Identify structural inefficiencies and lead initiatives to improve productivity and reduce friction.
• Use data to monitor performance, anticipate risks, and drive continuous improvement.
• Act as a key operational leader during high-impact situations (disruptions, spikes).
• Partner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey.
• Build a culture of ownership, performance, and continuous improvement, aligned with growth.

Conocimientos

Customer Operations

Data-driven

Stakeholder management

Herramientas

Salesforce

GDS systems

Descripción del empleo

Exoticca is seeking a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally. You will own performance, scalability, and evolution of B2B operations supporting Travel Advisors across markets.

You will design scalable operating models, drive improvements, and work with Product, Operations, and Growth teams while maintaining high customer experience standards.