B2B Operations Manager - Customer Experience
hace 4 días
Barcelona
ppbWhat Is Exoticca? /b /p pExoticca 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. /p pWe 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. /p pbWhat about the team? /b /p pWe are looking for a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally. /p pThis is a high-impact role at the core of the business, where you will own the performance, scalability, and evolution of our B2B operations supporting Travel Advisors. /p pYou will be responsible for building a scalable operating model capable of handling increasing volumes and complexity, while maintaining high standards in customer experience and operational efficiency. /p pThis role goes beyond day-to-day management — it requires strong ownership, data-driven decision-making, and the ability to design systems that perform under pressure and scale sustainably. /p h3What you will do /h3 ul liOwn B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction /li liLead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability /li liDesign and implement scalable processes and frameworks to support business growth across multiple markets /li liDrive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks /li liDefine prioritization models aligned with business impact and customer value /li liIdentify structural inefficiencies and lead initiatives to improve productivity, reduce operational friction, and increase first contact resolution /li liUse data to monitor performance, anticipate risks, and drive continuous improvement /li liAct as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution /li liPartner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey /li liBuild a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions /li /ul h3Qualifications /h3 ul li5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments /li li2–3+ years of experience managing teams in high-volume, fast-paced operations /li liStrong track record in improving KPIs and building scalable operational processes /li liHighly data-driven mindset, with the ability to translate insights into action /li liStrong stakeholder management skills and ability to influence across teams /li liComfortable operating in ambiguity and evolving environments /li liExperience in B2B operations (Travel or marketplaces is a strong plus) /li liExperience with tools such as Salesforce and GDS systems is a plus /li liFluent in English /li /ul h3Why join us /h3 ul liHigh ownership and direct impact on business performance /li liOpportunity to build and scale operations in a fast-growing company /li liInternational environment with strong growth ambitions /li liCompetitive compensation and flexible benefits /li liCompetitive compensation package in line with job responsibilities and experience. /li liAdditionally, we propose the use of flexible compensation management for diet, transportation, and private health insurance with Cobee. /li liHybrid work model: Offices in Barcelona city. /li liPermanent contract from the start. /li liTravel packages at reduced prices! /li liReferral bonus, if you bring people as talented as you. /li liUnlimited coffee, team lunches, English lesson, bi-anual company parties. /li liAnd last but not least, becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!. /li /ul pJoin Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale. /p pExoticca 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. /p /p #J-18808-Ljbffr
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