Product and Operations Manager

Internova Travel Group; City of Westminster; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Healthcare

Dental care

Health Assured (EAP)

Life insurance

Perkbox

Job summary

Internova Travel Group, via Global Travel Collection (GTC), is seeking a Product & Operations Manager to oversee the planning, development, and delivery of travel products and services, ensuring exceptional customer experiences and business growth.

Based in the UK, the role requires coordinating with suppliers, managing contracts, and leading cross-functional teams to optimise operations, pricing, and compliance across international programmes.

Qualifications

• Minimum 3 years’ experience in the travel industry, preferably with a tour operator.
• Ability to support the Head of Contracting in renegotiations and to source new products for Colletts' yearly programmes.
• Experience with worldwide contracts and supplier agreements.
• Knowledge of at least two CRM systems (Sabre preferred) and experience working with the Dolphin Reservations Module.
• Understanding of GDPR platforms and data protection requirements.
• Independence & teamwork: ability to work on own initiative as well as collaboratively within a team.
• Positive, proactive, and solutions-oriented attitude.
• Excellent communication, literacy, and numeracy skills.
• Experience managing a diverse supplier network across continents.
• Sustainability & responsible travel awareness.

Responsibilities

• Source, develop, and maintain travel products for Colletts' yearly programmes.
• Identify and introduce new destinations, itineraries, and experiences based on market trends and customer demand.
• Support the Head of Contracting in all aspects of contract renegotiations with global suppliers.
• Manage and maintain worldwide contracts, ensuring competitive rates and high service quality.
• Build and nurture strong relationships with hotels, airlines, ground handlers, and other suppliers.
• Oversee booking processes using Dolphin Reservations Module and other relevant systems.
• Ensure smooth day-to-day operations from enquiry to travel completion.
• Work closely with internal teams to resolve operational issues promptly.
• Utilise and maintain multi platforms for accurate customer and booking data.
• Ensure compliance with GDPR and other relevant travel regulations.
• Manage and price travel packages, including the use and interpretation of BA Fares 1 & 2.
• Monitor market trends to ensure competitive pricing.
• Work cross-functionally with sales, marketing, and customer service teams to deliver high-quality travel experiences.
• Provide regular reports on product performance, contract status, and operational efficiency.
• Maintain high standards of service delivery.
• Implement feedback mechanisms to improve products and services.
• Act as the first point of contact during travel-related emergencies and coordinate crisis responses.

Skills

Travel industry experience

Contracting & supplier management

CRM systems knowledge

GDPR compliance

Communication skills

Independence & teamwork

Problem solving

Cross-functional collaboration

Tools

Sabre

Dolphin Reservations Module

Job description

Overview

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC's combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients.

Responsibilities

The Product & Operations Manager will oversee the planning, development, and delivery of travel products and services while ensuring seamless operational execution. This role requires a balance of strategic thinking, attention to detail, and strong relationship management skills to create exceptional customer experiences and drive business growth.

Main Duties & Responsibilities

• Product Development & Sourcing
  • Source, develop, and maintain travel products for Colletts' yearly programmes.
  • Identify and introduce new destinations, itineraries, and experiences based on market trends and customer demand.
• Contracting & Supplier Management
  • Support the Head of Contracting in all aspects of contract re-negotiations with global suppliers.
  • Manage and maintain worldwide contracts, ensuring competitive rates and high service quality.
  • Build and nurture strong relationships with hotels, airlines, ground handlers, and other suppliers.
• Operational Management
  • Oversee booking processes using Dolphin Reservations Module and other relevant systems.
  • Ensure smooth day-to-day operations from enquiry to travel completion.
  • Work closely with internal teams to resolve operational issues promptly.
• Systems & Compliance
  • Utilise and maintain multi platforms for accurate customer and booking data.
  • Ensure compliance with GDPR and other relevant travel regulations.
• Airfare & Pricing Management
  • Manage and price travel packages, including the use and interpretation of BA Fares 1 & 2. Support all ICs on Lime/ Aviate platforms
  • Monitor market trends to ensure competitive pricing.
• Collaboration & Communication
  • Work cross-functionally with sales, marketing, and customer service teams to deliver high-quality travel experiences.
  • Provide regular reports on product performance, contract status, and operational efficiency.
• Quality Assurance
  • Maintain high standards of service delivery.
  • Implement feedback mechanisms to improve products and services.
• Crisis Management
  • Act as the first point of contact during travel-related emergencies (e.g., natural disasters, political unrest, flight disruptions, health crises).
  • Coordinate rapid responses with airlines, hotels, ground handlers, and emergency services.
  • Activate and manage crisis protocols in line with company policies.

For the Company

• End-to-end product oversight: Ensures all travel programmes are well-designed, competitive, and aligned with market trends.
• Optimised supplier relationships:Secures the best rates and service quality through strong negotiation and contract management.
• Operational efficiency: Streamlined booking processes and smooth daily operations reduce errors and delays.
• Regulatory compliance: Protects the company from legal and reputational risks by meeting GDPR and travel regulation requirements.
• Revenue protection: Competitive pricing strategies and effective airfare management maintain profitability.
• Crisis resilience: Rapid, coordinated response to disruptions safeguards travellers, brand reputation, and business continuity.
• Risk mitigation: Proactive monitoring of global events prevents avoidable losses and operational issues.
• Cross-team collaboration: Strengthens internal communication and alignment across sales, marketing, and service teams.
• Customer satisfaction & loyalty:High service quality and effective problem-solving enhance the client experience.

Qualifications

• Experience: Minimum 3 years’ experience in the travel industry, preferably with a tour operator.
• Contracting: Ability to support the Head of Contracting in all aspects of re-negotiations and to source new products for Colletts' yearly programmes.
• Contracts: Experience with worldwide contracts and supplier agreements.
• Systems: Knowledge of at least two CRM systems (Sabre preferred) and experience working with the Dolphin Reservations Module.
• Compliance: Understanding of GDPR platforms and data protection requirements.
• Independence & Teamwork: Ability to work on own initiative as well as collaboratively within a team.
• Attitude: Positive, proactive, and solutions-oriented approach to work.
• Skills: High level of literacy, numeracy, and excellent communication skills.
• Supplier Portfolio Management — Experience managing a diverse supplier network across multiple continents.
• Sustainability & Responsible Travel — Awareness of eco-friendly travel practices and sustainable tourism trends.

PAY AND BENEFITS

Our benefit offerings include healthcare, dental care, health Assured (EAP), life insurance and Perkbox.

Hybrid/Onsite:

The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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