Senior Manager - Sales & Operations - Travel Vertical

Description:

Key Responsibilities

- Strategy & Scaling: Define and drive the strategic roadmap for the travel concierge vertical; build and lead a large, shift-based 24-7 team (including weekends/holidays) to meet growing demand.

- Conversion & Fulfilment: Own the full lifecycle convert incoming travel/service requests into completed bookings and concierge-led experiences; ensure high fulfilment rates, minimal drop-offs, fast turnaround and service quality.

- Automation & Tech-led Efficiency: Partner with Product, Engineering and Data teams to build and deploy AI-driven workflows, intelligent itinerary tools, automated bookings and smart routing reducing manual efforts and boosting throughput.

- Process Optimization & Standards: Develop and maintain SOPs for bookings, cancellations/changes, emergencies and VIP-level requests; monitor KPIs, spot bottlenecks, and continuously improve efficiency, quality, and compliance.

- Vendor & Partner Management: Manage relationships with travel suppliers, vendors and external partners (airlines, hotels, transport, local vendors), negotiate preferred rates and ensure priority access and reliability for premium clients.

- Cross-Functional Leadership & Stakeholder Alignment: Work with internal stakeholders

- Product, Tech, Finance, HR to align resource planning, budgeting, tools, and operational roadmap to support growth and high service standards.

Candidate Profile / Requirements

- Strong relevant experience in travel operations / tech-based B2C.

- 6-8+ years overall experience, preferably with 3-4+ years in multi-team/shift-based operations leadership or travel-ops context.

- Proven track record managing large teams in a fast-paced, high-demand, customer-facing environment.

- Strong operational discipline, data-driven mindset, and demonstrated success in process

- improvements, automation initiatives, and scaling operations.

- Comfortable working across functions (Product, Engineering, Finance, HR), managing stakeholders and driving alignment.

- Excellent communication, leadership, crisis-management skills; service-oriented mindset with high attention to detail.

- Willingness to work in rotational shifts.