Operations Manager

Position Overview
Berlitravel is seeking a highly organized and systems‑driven Operations Manager to oversee daily operations, optimize workflows, and ensure smooth execution across customer support, travel coordination, and partner interactions. This role is responsible for maintaining SOPs, monitoring KPIs, managing seasonal staffing, and ensuring operational excellence during peak travel periods.

Key Responsibilities
Operational Leadership — Oversee daily operations across customer support, booking workflows, and partner coordination.
SOP Management — Maintain, update, and enforce SOPs for customer service, travel bookings, cancellations, refunds, and escalations.
Team Coordination — Manage seasonal and full‑time support teams in PH and LATAM; ensure staffing coverage during peak travel seasons.
Performance Monitoring — Track KPIs including AHT, CSAT, QA scores, booking accuracy, and SLA compliance.
Issue Escalation — Resolve operational bottlenecks, customer escalations, and partner‑related issues quickly.
Process Optimization — Identify inefficiencies in booking, support, and partner workflows; implement improvements.
Quality Assurance — Ensure accuracy in bookings, refunds, itinerary changes, and customer communication.
Vendor & Partner Coordination — Communicate with travel partners, suppliers, and platforms to resolve issues and maintain service quality.
Reporting — Deliver weekly and monthly operational reports to leadership.
Cross‑Functional Support — Work with Customer Support, Finance, and Marketing to ensure operational alignment.

Requirements
3+ years experience in operations, travel operations, customer support management, or BPO leadership
Strong understanding of SOPs, workflow design, and KPI tracking
Experience managing remote or distributed teams
Excellent communication and organizational skills
Ability to manage high‑volume periods and fast‑moving environments
Familiarity with travel platforms, booking systems, or CRM tools (Zendesk, Gorgias, Freshdesk)
Strong analytical and problem‑solving skills

***Preferred Qualifications*
Experience in travel agencies, OTAs, hospitality, or e‑commerce support
Background in LATAM + PH team management
Experience with automation tools and workflow optimization
Ability to build new processes from scratch

Compensation
Competitive salary based on experience and location
Performance‑based bonuses
Growth opportunities into senior operations leadership

Contract Type
Full‑time (remote)