What is Exoticca?Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.What is our proposal?We are looking for a qualified Senior Travel Operations Lead to manage our Travel Operations team, 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.High flexibility and schedule adaptation (night shift, weekends, bank holidays, etc.).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 is a must.What we offer:Competitive compensation package in line with job responsibilities and experience.Flexible compensation management for diet, transportation, and private health insurance with Cobee.Hybrid work model: Office located in Barcelona city.Permanent contract from the start.Travel packages at reduced prices as perks for employees!Unlimited coffee, language lessons, quarterly teamwork activities, and global biannual parties.Become part of a fun and motivated multicultural team in an agile and rapidly growing organization!Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.#LI-Hybrid
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