What is Exoticca?
Exoticca was founded in 2013 by a team of travel visionaries with deep knowledge in the creation and online distribution of multi-day tour packages.
Our mission is to offer our clients the possibility to visit the most beautiful and stimulating places on our planet, through the best holiday packages, at unbelievable prices.
Our customers can find out more about our trips and book them instantly in a matter of minutes through our website, avoiding the usual long exchanges of email, meetings, or calls required by more traditional travel agencies, which makes us the most convenient way of booking a multi-day tour package.
At Exoticca we are looking for people who want to offer their best to create unforgettable experiences for our customers.
We are a young, dynamic, multicultural team of around 200 people, in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
We are a highly ambitious and well-balanced start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Skype, Wallapop, Glovo, Wix, Idealista, among others.
What is our proposal?
We are looking for a qualified Night Shift Travel Operations Manager to manage our Travel Operations team working at night, increasing customer satisfaction, loyalty, and retention.
You will be responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
With a great perspective on all our operations, managing the different countries we are operating in, providing a 24/7 service, your role consists in engaging the team into a 7-star service, focused on customer loyalty and satisfaction.
What will you do?
Continually engage, motivate, support, and develop your team to achieve success and meet customer expectations.
Daily supervision, reporting, and monitoring of KPIs.
Constantly supervise and report DMC inquiries when they affect Exoticca products.
Act as the first point of contact for escalated internal issues, taking ownership for a successful resolution.
Provide individual coaching feedback sessions to improve customer satisfaction.
Work with the Travel Operations Management Team on new projects related to GDS implementation.
Minimum Requirements: 2+ years of people management experience.
Excellent leadership and interpersonal skills.
Multitasking ability and customer-focused mindset.
Outstanding written and verbal communication skills.
Night Shift schedule availability.
Fluent English level.
Deep knowledge of Amadeus / GDS, on the operations and implementation part.
Experience working with DMC is required.
Experience working with systems such as Salesforce and Travelfusion are a must.
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