Title: Senior Operations Manager
Business Unit: Business Support Service (BSS)
Reporting To: Head of Operations
Job Type: Work from office
Location: Panjim, Goa
Company Profile
Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with
more than 25 years’ real-world experience. Our team consists of have 700+ travel professionals who work 24X7
with 100+ customers globally to support and scale travel businesses.
Role
Oversees key customers’ accounts, responsible for formulating strategy, improving performance, selecting &
retaining right talent and securing compliance. You should be ready to mentor your team members, find ways to
increase quality of customer service and implement best practices across all levels. Will work with a direct span of
6-10 Operations Managers and total span of 160-200 FTEs.
Duties & Responsibilities
- Operations Management – Lead and oversee the day-to-day operations as per client SLAs.
- Client Management – Ensures customers get value for money, grows outsourced operations and renews outsourcing contracts with Open Destinations.
- Risk Management – Identify and manage operational risks. Ensure adherence to required compliance levels.
- Process Improvement – Identify areas of improvement and add value to the client’s business or internal processes.
- Focus on Staff Development – Coach and mentor staff and create a pipeline of second line leadership.
Required Skills & Experience
- Proven experience in Customer Service operations management, with at least 8-10 years in a senior leadership role.
- Strong client management skills and the ability to build and maintain relationships.
- Business Development by increasing existing accounts and maintaining recurring revenues.
- Strong understanding of industry trends, technology updates, and best practices.
- Exceptional leadership, communication, and interpersonal skills.
- Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma Yellow/Green Belt
- Strategic thinker with a track record of driving operational excellence.
- Good understanding of different functions of outsourcing Operations – QA, Training, MIS.
- Proficiency in data analysis and the ability to use data to make informed decisions.
- Excellent problem-solving and decision-making abilities.
Additional/Preferred Skills
- Experience and understanding of travel or tour operator business.
Educational Qualifications Required
- Bachelor’s degree in any field. Master’s degree is a plus.
