Operations Manager

30 Sundays; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

30 Sundays in Gurugram is seeking an experienced AM/Manager Operations to lead a 20+ destination experts team and own day-to-day deliverables, building processes for efficiency and high performance. You will ensure top-tier customer experience and manage escalations, while driving improvements across training and quality initiatives.

The role requires 4+ years in operations, excellent communication, and a proactive, energetic attitude to go above and beyond when needed.

Qualifications

• 4+ years of experience in operations.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle customer escalations effectively.
• Experience with customer service and problem-solving in travel settings.
• High on energy, Willing to go above and beyond whenever needed.
• Undergraduate degree

Responsibilities

• Manage a growing team of 20+ destination experts and be the first level of escalation for your team queries.
• Escalation Management: Work with team leads to manage any customer escalations and ensure customer experience recovery
• Process Improvement: Identify areas for operational efficiency improvements and implement strategies to improve NPS while increasing team productivity
• Training & Quality: Work on constant refinement in communication and destination knowledge of your team. Ensure all communication meets the high standards of 30 Sundays, focusing on delivering personalized, unique experiences for travellers.
• Measure and Improve: Track the key output and performance metrics for your team and use the insights to prioritize change and drive impact of your team.

Skills

Communication

Interpersonal skills

Customer service

Problem-solving

Team management

Escalation handling

Education

Undergraduate degree

Job description

Job Description

About 30 Sundays

30 Sundays is a travel company based in Gurugram that specializes in creating unforgettable vacations exclusively for couples. Founded by alumni from Apple, BCG, University of Michigan, IIT, and IIM, we are revolutionizing the couple vacation experience.

Backed by investors like InfoEdge Ventures, First Cheque, and Eximius Ventures, our core team brings over 10 years of expertise from leading travel businesses like Oyo, Travel Triangle, and Shuttl. We are committed to revolutionizing the couple vacation experience.

Problems We Are Solving

Couples Today Seek Unique Experiences Over Generic Trips: Most travel companies offer generic itineraries leading to trips that feel impersonal and routine. We curate experiences.

Scaling a Traditionally People-Heavy Business: We're tackling the scaling challenges that most travel package companies struggle with by leveraging Generative AI across our sales, operations, and marketing functions, achieving up to 5x improvements in efficiency.

Role Overview - AM/Manager Operations

Location : Gurugram

In this role you will manage a team of Destination experts who are the single point of contact for our travellers post their booking. Our goal is to have the best customer experience in the travel Industry and this team contributes significantly to this mission. You will own the day to day deliverables for your team and work on building and improving processes to help create an efficient and high performing team. To succeed in this role you should have exceptional executional skills, be great at managing a team and have a very high customer empathy quotient.

Key Responsibilities

• Manage a growing team of 20+ destination experts and be the first level of escalation for your team queries.
• Escalation Management: Work with team leads to manage any customer escalations and ensure customer experience recovery
• Process Improvement: Identify areas for operational efficiency improvements and implement strategies to improve NPS while increasing team productivity
• Training & Quality: Work on constant refinement in communication and destination knowledge of your team. Ensure all communication meets the high standards of 30 Sundays, focusing on delivering personalized, unique experiences for travellers.
• Measure and Improve: Track the key output and performance metrics for your team and use the insights to prioritize change and drive impact of your team.

Preferred Background

4+ years of experience in operations. Experience in a high growth organization is a plus.

Excellent communication and interpersonal skills.

Ability to work under pressure and handle customer escalations effectively.

Experience with customer service and problem-solving in travel settings.

High on energy, Willing to go above and beyond whenever needed.

Undergraduate degree