Head of Specialist Operations

DGI; Manchester; Hybrid; GBP 68,000 - 83,000; Full time

Benefits offered by this job

Pension

Life Assurance

Season ticket loan

Discounted staff travel

Cycle to Work Scheme

Reward scheme

Job summary

DGI is seeking a Head of Specialist Operations to lead travel specialist services across the UK, EU and US. The role safeguards customer trust, strengthens operational resilience and converts service performance into measurable commercial value in a 24/7 environment.

Primary responsibilities include setting strategic direction, delivering against KPIs, collaborating with CX and Commercial teams, and driving automation and transformation. Hybrid working pattern in central Manchester is offered.

Qualifications

• Significant senior leadership experience across multiple specialists, customer-facing operational functions
• Proven experience leading leaders in complex, multiteam and 24/7 service environments
• Track record of delivering transformation, process improvement, automation, workforce optimisation and operating-model change
• Excellent stakeholder management, influencing and cross-functional collaboration skills
• Ability to translate operational performance into measurable commercial value and sustainable improvement
• Experience operating across EU and US markets and working with CRM, workforce-management, quality-assurance, knowledge management, case-management or contact-centre platforms are desirable

Responsibilities

• Setting strategic direction for travel specialist operational functions and translate business priorities into clear service, quality and productivity plans
• Leading delivery against agreed KPIs, SLAs and customer measures while maintaining resilience across a 24/7 service environment
• Partnering with Customer Experience and Commercial teams to support customer retention and loyalty
• Supporting implementation of new technologies, automation and digital solutions
• Contributing to budget planning, resource allocation and workforce optimisation
• Building high-performing teams through effective performance management and leadership development

Job description

With offices in Manchester, Ireland, Germany and the USA, DGI is a full-service Travel Management Company (TMC) specialising in the humanitarian, academic and not-for-profit sectors. We are proud, passionate and mindful in our work and about what we do, and we hold these as our Company Values.

As leaders in the Charity, Academic, Humanitarian, and Not-For-Profit sectors, we provide dedicated support to our clients to help them fulfil their missions to make a difference. Our DGI Study Trips (DST) division specialises in educational group travel, working in partnership with Colleges, Universities and other education providers, to tailor bespoke study experiences and travel itineraries to inspire students outside of the classroom.

It's an exciting time to come and join us!

We are currently looking for a Head of Specialist Operations to lead travel specialist services across the UK, EU and US. The role safeguards customer trust, strengthens operational resilience, and converts service performance into measurable commercial value across a complex 24/7 environment. It is accountable for operational performance, customer experience, organisational capability and transformation, working with senior leaders to drive growth, operational excellence and sustainable change across complex, multiregional services.

Primary responsibilities will include

• Setting strategic direction for travel specialist operational functions and translate business priorities into clear service, quality and productivity plans
• Leading delivery against agreed KPIs, SLAs and customer measures while maintaining resilience across a 24/7 service environment
• Partnering with Customer Experience and Commercial teams to support customer retention and loyalty
• Supporting implementation of new technologies, automation and digital solutions
• Contributing to budget planning, resource allocation and workforce optimisation
• Building high-performing teams through effective performance management and leadership development

Job Requirements

• Significant senior leadership experience across multiple specialists, customer-facing operational functions
• Proven experience leading leaders in complex, multiteam and 24/7 service environments
• Track record of delivering transformation, process improvement, automation,
• workforce optimisation and operating-model change
• Excellent stakeholder management, influencing and cross-functional collaboration skills
• Ability to translate operational performance into measurable commercial value and
• sustainable improvement
• Experience operating across EU and US markets and working with CRM, workforce-management, quality-assurance, knowledge management, case-management or contact-centre platforms are desirable

In return you’ll receive some fantastic benefits

• Salary to £75k (depends on experience) plus Performance Bonus £5k p.a.
• 24.5 days holiday (plus bank holidays), rising to 25.5 days after 12 months of service
• Birthday Leave (in your birthday month)
• Option to buy or sell additional annual leave
• Pension
• Life Assurance
• Season ticket loan
• Discounted staff travel
• Cycle to Work Scheme
• Reward scheme and benefits platform
• Enhanced Leave and Pay entitlements above Statutory Minimums
• Please see more benefit details on our career page

Our working hours are 8.45am - 5.30pm, Monday – Friday and our office is based in central Manchester. We offer a hybrid working pattern of 3 days office (Tuesday – Thursday) and 2 days working from home (Monday and Friday).

We are committed to supporting flexible working, where feasible, in alignment with the requirements of the role and the business.

Please visit our company LinkedIn page https://www.linkedin.com/company/dgi-travel/ to learn more about us and what we do.

PASSIONATE - We’re driven to help make the world a better place, creating dynamic partnerships with our customers and an environment for our people to thrive.

BOLD - We embrace innovation and challenge the status quo to deliver outstanding results.

MINDFUL - We prioritise sustainability, ethical practices, and responsible travel, ensuring that our service leave a positive and lasting impression.

We are an inclusive, equal opportunities employer. We celebrate diversity and value difference, and treat everyone with dignity and respect regardless of background.