Global B2B Operations Leader — Customer Experience

Exoticca; España; Híbrido; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model: Barcelona offices

Travel packages at reduced prices

Referral bonus

Health insurance

Descripción de la vacante

Exoticca is seeking a B2B Operations Manager – Customer Experience to lead and scale our global B2B support operations, supporting Travel Advisors with high standards of customer experience and efficiency.

You will own performance, design scalable processes, and drive data-driven decisions across markets. The role requires strong leadership, a track record in high-growth environments, and collaboration with Product, Operations, and Growth teams.

Formación

• 5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments.
• 2–3+ years of experience managing teams in high-volume, fast-paced operations.
• Strong track record in improving KPIs and building scalable operational processes.
• Highly data-driven mindset, with the ability to translate insights into action.
• Strong stakeholder management skills and ability to influence across teams.
• Comfortable operating in ambiguity and evolving environments.
• Experience in B2B operations (Travel or marketplaces is a strong plus).
• Experience with tools such as Salesforce and GDS systems is a plus.
• Fluent in English.

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, reduce operational friction, and increase first contact resolution
• Use data to monitor performance, anticipate risks, and drive continuous improvement
• Act as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution
• 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 company growth ambitions

Conocimientos

Customer Operations

Team Leadership

KPI Improvement

Data-Driven

Stakeholder Management

Ambiguity Tolerance

B2B Operations

Salesforce

GDS Systems

English Proficiency

Herramientas

Salesforce

GDS Systems

Descripción del empleo

Exoticca is seeking a B2B Operations Manager – Customer Experience to lead and scale our global B2B support operations, supporting Travel Advisors with high standards of customer experience and efficiency.

You will own performance, design scalable processes, and drive data-driven decisions across markets. The role requires strong leadership, a track record in high-growth environments, and collaboration with Product, Operations, and Growth teams.