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
• Performance‑based bonuses
• Growth opportunities into senior operations leadership

Contract Type

Full‑time (remote)

Monday to Friday 9am to 6pm New York time zone

Pay: Php25,963.67 - Php78,974.75 per month

Benefits:

• Health insurance
• Life insurance
• Pay raise
• Work from home

Application Question(s):

• what is your LinkedIn url
• what is your notice period?
• do you access to internet and working laptop for remote work

Education:

• Bachelor's (Required)

Experience:

• Operations management: 4 years (Required)
• Direct sales: 2 years (Required)

Work Location: Remote