VIP Regulatory Operations Manager

Edreams; Barcelona; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Prime Plus

Flexible benefits

Birthday day off

Relocation support

Equipment ownership after 3 years

Job summary

eDO is seeking a VIP Regulatory Operations Manager in Barcelona (hybrid) to lead and optimise the global Regulatory Operations unit, overseeing data privacy, consumer disputes, and regulatory agency escalations across markets.

You will manage 3 Team Leads, drive AI-driven workflows, and coordinate with Legal and External Affairs to protect the brand and ensure compliance, while reporting metrics to the Head of VIP Communications.

Qualifications

• Proven experience leading operational or customer support teams in high-volume environments.
• Bachelor's Degree in Law (LL.B.) or equivalent legal qualification is highly valued.
• Experience in online travel, e-commerce, or subscription platforms.
• Strong background in Regulatory Operations, Data Privacy, and High-Risk Customer Dispute Resolution.
• Familiarity with international consumer protection frameworks and GDPR across European/global markets.
• Track record of managing relationships with external regulatory bodies and internal teams.

Responsibilities

• Lead and optimise the global VIP Regulatory Operations unit, ensuring compliant and efficient resolution of disputes and data privacy matters.
• Direct, coach, and manage 3 Team Leads and their teams; ensure SLA compliance and quality across streams.
• Supervise complex, high-stakes regulatory responses and consumer protection proceedings; monitor risks.
• Coordinate AI-driven regulatory initiatives and automate workflows for efficiency.
• Act as the operational link between VIP Communications, Legal, External Affairs, and regulatory bodies.
• Track key metrics and report regulatory insights to the Head of VIP Communications for process improvements.

Skills

Leadership

Regulatory Operations

Data Privacy

AI Transformation

Crisis Management

Stakeholder Liaison

Education

LL.B. / Law degree

Tools

AI platforms

Automation tools

Job description

VIP Regulatory Operations Manager - (Hybrid)

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us! We’re seeking an experienced VIP Regulatory Operations Manager to join our VIP Communications team in Barcelona (hybrid) to lead and optimise our global Regulatory Operations unit. Reporting directly to the Head of VIP Communications, you will operate as a hybrid leader, combining direct managerial oversight of 3 Team Leads with high-impact individual contributor responsibilities. If you're ready to soar, we're ready to take you there.

Join the world's leading travel subscription platform

We pioneered Prime, the first and world's leading travel subscription programme since launching in 2017.
Millions of Prime members every year across multiple markets.
5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo
This entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.
Diversity is our strength that’s why our eDOers are coming from different nationalities from all continents – 99% permanent contracts
Prime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits.

What you will do:

• Role mission: Lead and optimise the global VIP Regulatory Operations unit, ensuring compliant, efficient, and legally aligned resolution of customer disputes, data protection matters, and regulatory agency escalations across all active markets, protecting brand reputation and mitigating legal risk.
• Operational management & Coaching: Direct, coach, and manage 3 Team Leads and their teams. Drive operational excellence, ensure SLA compliance, top-tier performance, and quality control across all regulatory and dispute streams, maintaining the 360º VoC to elevate customer experience.
• High-risk case escalation & Risk mitigation: Personally supervise, review, and authorise complex, high-stakes regulatory responses, communication materials, consumer protection/data privacy proceedings, and consumer court file preparations. Proactively monitor regulatory dispute patterns to identify emerging legal and reputational risks.
• AI Transformation & Project execution: Lead and coordinate specialised regulatory initiatives as an individual contributor, ensuring workflows are AI-driven, automated, and continuously optimised for maximum operational efficiency.
• Legal & External affairs teams liaison: Act as the primary operational link between VIP Communications, internal Legal teams, External Affairs, regional regulatory bodies, and government authorities within the consumer dispute resolution framework.
• Reporting & Performance: Track key operational metrics, measure resolution efficiency, and report regulatory incident metrics and actionable risk insights directly to the Head of VIP Communications to support continuous business process improvement.

What do you need to succeed:

• Proven experience leading and managing operational or customer support teams in high-volume, fast-paced environments (ideally 3+ years managing Team Leads or multidisciplinary teams).
• Bachelor's Degree in Law (LL.B.) or equivalent legal qualification (highly valued, but not strictly required).
• Demonstrated experience in the online travel industry, e-commerce, or subscription-based platforms.
• Strong background in Regulatory Operations, Data Privacy, and High-Risk Customer Dispute Resolution.
• In-depth familiarity with international consumer protection frameworks, GDPR/Data Privacy regulations, and dispute resolution boards across European and global markets.
• Demonstrated track record of managing relationships with external regulatory bodies, consumer protection agencies, and internal Legal/External Affairs teams.
• Hands-on experience leading operational transformation projects, specifically leveraging AI tools, automation, and tech-driven process optimisation.
• Exceptional analytical and critical thinking skills with the ability to translate complex regulatory data and metrics into strategic risk insights.
• Proven crisis management skills with sound judgment when supervising high-stakes legal and reputational escalations.
• Strong leadership, coaching, and change management capabilities to empower team autonomy and maintain high operational standards.

What's in it for you?

A rewarding Compensation package! Prime Plus membership, Competitive salary and benefits package, including flexible benefits, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.

Grow opportunities to empower your career, and unleash your potential! Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.

Your Well-being is our Priority. Embrace Freedom and Flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.

Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.

Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile Mindset environment with recognition at our core.

Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key of our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.