Senior Manager- Category

Swiggy; Bengaluru; On-site; INR 3,200,000 - 5,200,000; Full time

Job summary

Swiggy's CREW is a premium travel concierge integrated to simplify planning and execution for busy professionals, combining hotels, flights, visas and on-ground logistics under one roof with AI support.

We are seeking a dynamic Senior Manager – Travel & Ops to lead the Travel Desk, crafting SOPs, managing vendors and driving GMV, NPS and conversions with an execution-focused mindset in a fast-moving customer-facing environment.

Qualifications

• Must be based in Bangalore.
• Open to rotational shifts (5-day work week including weekends).
• 5-8 years in travel—OTA, travel agency, DMC, or premium concierge with hands-on trip planning.
• 3+ years leading a service or operations team, ideally including managing team leads.
• Hands-on vendor and destination partner management: you've held a third party to a service standard when the customer was already waiting.
• Strong ops mindset with a demonstrated bias for action and high ownership.
• Excellent interpersonal, communication and leadership skills.
• Ability to perform under pressure while ensuring a seamless customer experience.

Responsibilities

• Ops excellence: Own end-to-end trip delivery with coordination across hotels, DMCs, transport partners and vendors.
• Team and performance: Lead Team Leads and Crew Captains toward GMV, conversion and NPS targets.
• Team reviews: Run a cadence to make performance visible at TL and Captain levels, and coach accordingly.
• Playbook: Build and refine SOPs across hotels, flights, visas, forex, cabs and insurance.
• Floor Ops: Own shifts, task distribution and load balancing so the desk is staffed during nights and peak season.
• Escalations: Be the final internal escalation point and close the loop to prevent repeated issues.
• Automation and AI-assisted ops: Identify manual work to remove and partner with product/engineering to ship it.
• Travel craft: Set the creative bar for itineraries and recommendations to differentiate CREW trips.

Skills

Travel domain experience

Team leadership

Vendor management

Operations mindset

Communication skills

Bias for action

Customer experience focus

AI tooling familiarity

Job description

CREW is Swiggy's premium travel concierge, built to take the stress out of planning and

traveling for busy professionals. Instead of leaving customers to stitch together flights,

hotels, visas and on-ground logistics across five different apps, CREW brings it all into

one place - backed by real people, powered by AI.

What sets CREW apart:

• Member-only hotel rates: Negotiated prices on domestic and international stays
• 24×7 on-trip assistance: A concierge that stays live from planning to landing
• Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination
• One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip

By combining human expertise with seamless service delivery, CREW lets customers

focus on the reason they're traveling - work, family or leisure - while we handle the

details before, during and after the trip.

About the Role:

We are looking for a dynamic and execution-focused Senior Manager – Travel & Ops

who will lead the Travel Desk: the team of Team Leads and Crew Captains who plan,

book and coordinate every trip CREW delivers. This is a delivery-side ops role. Your job

is that the trip we promised is the trip the customer actually gets - every time, at

premium standards.

CREW is early, and much of how the Travel Desk works is still being written. We'd like

you to write our next growth chapter: the SOPs, the escalation ladder, the quality bar,

the shift model, the way work moves between our AI concierge and our Captains. You'll

carry GMV and conversion targets, but you'll hit them by building a delivery engine

that's consistent and fast.

We're looking for someone from a genuine travel background - OTA, travel agency,

DMC, or premium concierge - who has planned trips themselves and knows what

actually breaks on the ground. You'll be leading Team Leads, holding vendors to a

standard, and driving operational excellence in a fast-moving, customer-facing

environment. The ideal candidate has a strong ops mindset, a bias for action, and high

ownership - someone who thrives in ambiguity and gets things done without waiting for

perfect clarity.

Key Responsibilities:

• Ops excellence: Own trip delivery end to end - coordination with hotels, DMCs, transport partners and on-ground vendors so bookings, changes and cancellations land correctly.
• Team and performance: Lead Team Leads and Crew Captains against GMV, conversion and NPS targets.
• Team reviews: Run the review cadence that makes performance visible at TL and Captain level, and coach against it.
• Playbook: Build and continuously refine SOPs across hotels, flights, visa documentation, forex, cabs and insurance, so service quality doesn't depend on who happened to pick up the mission.
• Floor Ops: Own the shifts, task distribution and load balancing, so the desk is genuinely staffed when customers are traveling - nights, weekends and peak season included.
• Escalations: Be the final internal escalation point for the desk - resolve on-ground issues in the moment, then close the loop so the same failure doesn't recur next week.
• Automation and AI-assisted ops: Find the manual work worth removing, specify it, and partner with product and engineering to ship it. Comfort working alongside AI tooling is not optional in this role.
• Travel craft: Set the creative bar for itineraries and recommendations - the destination knowledge and taste that make a CREW trip feel different from a booking confirmation.

Required Skills & Qualifications:

• Must be based in Bangalore.
• Open to rotational shifts (5-day work week including weekends).
• 5-8 years in travel - OTA, travel agency, DMC, or premium concierge/travel services - with hands‑on trip planning experience of your own.
• 3+ years leading a team in a service or operations setup, ideally including managing team leads.
• Hands‑on vendor and destination partner management: you've held a third party to a service standard when the customer was already waiting.
• Strong ops mindset with a demonstrated bias for action and high ownership.
• Excellent interpersonal, communication and leadership skills.
• Ability to perform under pressure while ensuring a seamless customer experience.