Position : Sr. Vice President / VP Travel Sales & Operations

(Head of Operations Travel Domain)

Location : Gurugram / NCR

Reporting To : CEO /MD/Founder

Experience Required : 18+ Years

Industry Preference : Travel, Hospitality, OTA (Online Travel Agencies), Travel Services, Contact Center Travel Operations

Role Overview :

We are seeking a seasoned and entrepreneurial Vice President Travel Sales & Operations to lead and scale our travel business. This role will have complete ownership of Sales, Operations, Fulfillment, Training, Quality, Customer Experience, and P&L Management with accountability for delivering a business portfolio of approximately 100 Crore in annual revenue.

The ideal candidate will possess strong leadership capabilities, deep travel industry expertise, commercial acumen, and a proven track record of driving profitable growth in high-volume travel sales and service environments.

Key Responsibilities :

Business Leadership & Revenue Growth :

- Lead the overall Travel Business with complete ownership of revenue, profitability, and operational performance.

- Drive annual business targets and manage a revenue portfolio of 100 Crore+.

- Develop and execute strategic growth plans to increase market share, customer acquisition, and profitability.

- Identify new business opportunities, partnerships, and revenue streams.

Sales Leadership :

- Head end-to-end Travel Sales operations across domestic and international markets.

- Drive sales strategy for Flights, Hotels, Holidays, Visa Services, and Ancillary Products.

- Build high-performing sales teams focused on conversion, revenue maximization, and customer retention.

- Monitor sales productivity, pipeline management, and achievement of business targets.

Operations & Order Fulfillment :

- Lead large-scale travel operations ensuring seamless booking, ticketing, fulfillment, and customer support.

- Establish operational controls to improve service delivery and customer satisfaction.

- Drive process excellence and operational efficiency across all customer touchpoints.

- Ensure SLA adherence and continuous improvement initiatives.

P&L Ownership :

- Own and manage the complete Profit & Loss (P&L) for the travel business.

- Monitor revenue, margins, operational costs, productivity, and profitability metrics.

- Drive cost optimization initiatives while maintaining service quality.

- Present periodic business reviews and financial performance updates to leadership.

Training & Quality Excellence :

- Lead the Training and Quality functions to ensure service excellence.

- Design capability-building programs for Sales, Operations, and Customer Experience teams.

- Implement quality frameworks, audit mechanisms, and continuous coaching programs.

- Drive customer satisfaction, NPS, and quality score improvements.

Customer Experience & Service Delivery :

- Establish customer-centric processes to enhance overall travel experience.

- Drive customer retention, repeat business, and brand loyalty initiatives.

- Manage escalations and ensure timely resolution of critical customer issues.

Team Leadership :

- Lead and mentor large cross-functional teams across Sales, Operations, Training, Quality, and Support Functions.

- Build a high-performance culture focused on accountability, innovation, and execution excellence.

- Develop succession plans and leadership pipelines.

Key Performance Indicators (KPIs) :

Business & Revenue :

- Achievement of 100 Crore+ annual revenue targets

- Revenue growth and profitability

- EBITDA and margin improvement

Sales :

- Conversion rates

- Revenue per agent

- Customer acquisition and retention

Operations :

- SLA adherence

- Order fulfillment accuracy

- Productivity metrics

Customer Experience :

- Customer Satisfaction (CSAT)

- Net Promoter Score (NPS)

- Complaint resolution turnaround time

Quality & Training :

- Quality audit scores

- Training effectiveness

- Employee productivity improvements

Desired Candidate Profile :

Education :

- MBA / PGDM from a reputed institution preferred

- Graduate in Business, Hospitality, Tourism, or related discipline

Experience :

- 1520+ years of leadership experience in Travel, Hospitality, OTA, or Travel Services industries.

- Proven experience managing large-scale Travel Sales & Operations functions.

- Demonstrated success in handling P&L responsibility of 50100+ Crore businesses.

- Experience leading large teams across Sales, Operations, Training, and Quality.

Key Competencies :

- Strategic Business Leadership

- P&L Management

- Travel Sales & Distribution

- Revenue Management

- Operational Excellence

- Customer Experience Management

- Training & Quality Leadership

- Stakeholder Management

- Team Building & Leadership

- Data-Driven Decision Making

Why Join Us :

- Opportunity to lead and scale a high-growth travel business.

- Complete ownership of Sales, Operations, Fulfillment, Quality, and Training.

- Direct impact on business growth, profitability, and customer experience.

- Leadership role with significant strategic influence and visibility.

Compensation : Best in Industry + Performance-Linked Incentives + Leadership Benefits

Location : Noida / Gurugram

Role Level : Vice President / Head of Operations Travel Business

Business Size : 100 Crore+ Revenue Portfolio Management