Travel Operations Manager

Frontier

India

On-site

INR 60,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Travel perks: Access to at-cost booking for personal travel

Merit-based performance incentives

Clear career path with progression

Job summary

A luxury travel company is seeking an experienced luxury service leader to manage team operations and enhance client services. This role involves overseeing multiple client-facing functions, ensuring high performance standards, and driving process improvements. Ideal candidates will have several years in luxury service environments and profound leadership skills. The position promises career growth in a rapidly evolving company focused on delivering exceptional client experiences.

Qualifications

4+ years in luxury travel, hospitality, or high-touch service operations required.
2+ years in a leadership or management role.
Strong familiarity with fare rules, complex routing, and ticketing.

Responsibilities

Manage 3–4 Team Leads across concierge functions.
Direct all client-facing operations during your shift.
Own the end-to-end client journey for your shift.

Skills

GDS proficiency (Sabre preferred)

Excellent written and verbal communication

Calm under pressure

Data-driven approach

Tools

Asana

Periskope

Stripe

Job description

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies.

About FlyFlat

FlyFlat helps founders, investors, and executives book international business and first-class flights at unbeatable rates—often 30–80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.

We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and have 5x’d our revenue year-over-year. We’re currently at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world.

Our clients—founders, investors, and executives from venture capital, family offices, private equity, and beyond—expect exceptional service delivered with speed, accuracy, and sophistication.

The Role

We're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company.

You’ll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You’ll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.

What You’ll Do

Lead and Develop Your Team

Manage 3–4 Team Leads across all concierge functions.
Provide daily coaching, feedback, and support to develop their judgment and leadership.
Build a culture where ownership, precision, and empathy are balanced with speed and quality.
Conduct regular reviews to support team member growth and performance.

Own Shift Operations

Direct all client-facing operations during your shift with real-time decision-making.
Allocate resources, manage escalations, and resolve complex issues with calm confidence.
Ensure seamless handovers between shifts—nothing falls through the cracks.
Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.

Deliver Exceptional Client Experiences

Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up.
Personally handle VIP clients and high‑complexity situations requiring senior judgment.
Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.
Turn service recovery moments into opportunities that strengthen client relationships.

Drive Process Excellence

Submit at least two documented process improvements per month that increase efficiency or quality.
Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically.
Partner with Process Management and other teams to streamline workflows.
Use data to make decisions, validate improvements, and track impact.
Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.
Represent the voice of both clients and your team in strategic discussions.
Contribute insights that shape how we grow globally while maintaining service quality.

What You Bring

Must Have

4+ years in luxury travel, hospitality, or high‑touch service operations (apply even if you don’t have all the experience but are confident in your skillset).
2+ years in a leadership or management role—you’ve coached teams, not just managed tasks.
Strong GDS proficiency (Sabre preferred)—comfortable with fare rules, complex routing, and ticketing.
Data‑driven approach—you use metrics to spot trends and improve performance.
Excellent written and verbal communication—you can coach with clarity and write polished client messages.
Calm under pressure—when everything hits at once, you’re the steady presence.

Nice to Have

Experience with international business/first‑class bookings or award travel programs.
Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms.
Track record of building or improving operational processes, SOPs, or training programs.
Experience managing remote, global teams.
Background in luxury hospitality brands (hotels, premium concierge services).

You don’t need to check every box—if you have ~80% of the skills and the drive to learn, we want to hear from you.

What Makes You Stand Out

You’ve turned around an underperforming team or operation (and can show the metrics).
You’re known as the manager people want to work for because you make them better.
You have a reputation for spotting issues before they become problems.
You think in systems but lead with empathy—process without people is just bureaucracy.
You’re comfortable being hands‑on when needed while developing others to take ownership.

Why FlyFlat

Clear Growth Path

We promote from within based on demonstrated performance and impact, not politics or tenure.

We’re implementing our concierge framework and career systems right now.

You’re not inheriting a rigid legacy system—you’re helping shape how FlyFlat’s operations scale globally.

Real Support

We hire proficient people—you won’t be carrying underperformers.
Regular reviews with clear metrics and feedback.
Head of People who understands operations and partners with you.
Process Management team dedicated to making your job easier.

Work-Life Balance

Predictable scheduling—you’ll know your shift in advance.
Proper handovers—the next manager gets everything they need.
Global team—talented colleagues across continents.
Merit‑based performance incentives.

Learn While You Lead

Advanced travel optimization strategies used by elite professionals.
Lead global teams with shared metrics and real‑time decision‑making.
Collaborate cross‑functionally with Product, Engineering, and Operations.
Gain operational leadership experience at a venture‑backed company growing 5x year‑over‑year.

What Success Looks Like

First 90 Days

Learn systems and tools (Sabre, Asana, Periskope, booking platforms).
Lead shifts independently with 95%+ SLA adherence.
Begin coaching Team Leads effectively.

Within 6–12 Months

Consistently deliver 95%+ SLA and 98%+ accuracy.
Achieve strong team sentiment scores (8/10+).
Lead at least one initiative that measurably improves client satisfaction or efficiency.
Build strong relationships with frequent travelers.

Our Values