Escalation Manager

30 Sundays; Gurugram District; On-site; INR 800,000 - 1,500,000; Full time

Benefits offered by this job

Better-than-market pay

Structured training

Collaborative environment

Job summary

30 Sundays in Gurugram is seeking a highly organized Escalation Manager to oversee end-to-end trip operations and ensure a seamless travel experience for couples.

You will coordinate with hotels, transport vendors, activity partners, and local teams, act as the primary traveler contact, handle emergencies and escalations, and maintain high service standards throughout the journey. The role includes structured training and a collaborative, growth‑oriented environment.

Responsibilities

• End-to-end trip operations from pre-departure to trip completion
• Coordinate with hotels, transport vendors, activity partners, and local teams
• Ensure smooth execution of itineraries and guest experiences
• Act as the primary point of contact for travelers during trips
• Handle customer queries, emergencies, and escalations promptly
• Monitor trip quality and ensure service standards are maintained
• Share timely updates and communication with travelers
• Track operational issues and drive quick resolutions
• Coordinate internally with sales, customer experience, and finance teams
• Maintain trip reports, vendor records, and operational documentation
• Support cost optimization while maintaining experience quality

Job description

Job Description:

Position: Escalation Manager

Department: Operations / Travel Experience

Location: Gurugram

Company Description :

30 Sundays is a travel company dedicated to creating personalized and unforgettable vacation experiences exclusively for couples. Founded by industry veterans with backgrounds at Apple, BCG, and leading travel businesses like Oyo and Travel Triangle, focused on curating unique and high quality couple-focused trips, 30 Sundays stands out with features like knowledgeable planners, price transparency, and 24/7 Support At 30 Sundays, we believe in strengthening relationships through meaningful travel experiences tailored to couples.

Role Overview :

We are looking for a highly organized and customer-focused Trip Manager to oversee end-to-end execution of trips and ensure a seamless experience for travelers. The role involves coordinating with vendors, managing on-ground operations, handling escalations, and ensuring exceptional customer satisfaction throughout the journey.

Key Responsibilities:

• Manage end-to-end trip operations from pre-departure to trip completion
• Coordinate with hotels, transport vendors, activity partners, and local teams
• Ensure smooth execution of itineraries and guest experiences
• Act as the primary point of contact for travelers during trips
• Handle customer queries, emergencies, and escalations promptly
• Monitor trip quality and ensure service standards are maintained
• Share timely updates and communication with travelers
• Track operational issues and drive quick resolutions
• Coordinate internally with sales, customer experience, and finance teams
• Maintain trip reports, vendor records, and operational documentation
• Support cost optimization while maintaining experience quality

Why Join 30 Sundays:

• Better-than-market salary packages with attractive incentives.
• Structured training programs to set you up for success.
• A collaborative, growth-oriented work environment.