Operations Manager Travel Technology

Zeidex

5-7 Years

Egypt, Cairo

Posted 5 hours ago
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Job Description

Job Summary

We are looking for a strategic and hands-on Operations Manager to lead and optimize our operations within a travel technology environment. The role will be responsible for building scalable operational processes, onboarding clients and employees, developing high-performing teams, and ensuring an exceptional customer experience.

The ideal candidate should have strong and proven experience in operations, with the ability to work strategically while maintaining deep involvement in day-to-day operations and cross-functional collaboration across multiple departments.

Key Responsibilities

1. Client Onboarding

Develop and manage a structured Client Onboarding Plan from contract signing through successful platform adoption.
Lead the onboarding process for new clients and ensure a smooth transition to the platform.
Understand client requirements, workflows, and operational needs and translate them into actionable onboarding plans.
Coordinate with Product, Technology, Customer Success, Finance, Sales, and other relevant teams to ensure successful implementation.
Conduct client training and ensure users are fully equipped to use the platform.
Monitor onboarding progress, identify risks, and ensure timely Go-Live.

2. Employee Onboarding & Knowledge Management

Develop and maintain a structured Employee Onboarding Plan for the Operations Team.
Build and continuously update a comprehensive Operations Knowledge Base covering processes, SOPs, workflows, policies, and platform usage.
Ensure new employees are properly trained and understand their responsibilities, KPIs, SLAs, and operational standards.
Establish continuous learning and knowledge-sharing practices within the Operations Team.

3. Customer Satisfaction & Experience

Own and continuously improve the operational aspects of the Customer Experience.
Establish mechanisms to measure and monitor Customer Satisfaction (CSAT).
Collect and analyze customer feedback and identify recurring issues and improvement opportunities.
Work closely with internal departments to resolve customer issues efficiently.
Develop initiatives to improve customer satisfaction, retention, engagement, and platform adoption.
Ensure customer expectations are aligned with operational capabilities and agreed service levels.

4. Team Building, OKRs, KPIs & SLA Management

Build, structure, and develop a high-performing Operations Team.
Define clear roles, responsibilities, reporting lines, and performance expectations.
Develop and implement OKRs and KPIs aligned with company and operational objectives.
Establish and manage Service Level Agreements (SLAs) for the Operations Team and client-facing services.
Define measurable targets for response time, resolution time, turnaround time, quality, productivity, and customer satisfaction.
Monitor performance regularly and provide coaching, feedback, and corrective actions.
Build a culture of accountability, collaboration, continuous improvement, and ownership.

5. Contracts & Negotiation

Participate in the development, review, and negotiation of client contracts and operational agreements.
Work closely with Sales, Finance, Legal, and other relevant departments to ensure contracts are operationally feasible and commercially aligned.
Ensure that agreed client requirements, responsibilities, SLAs, service scope, and operational commitments are clearly defined.
Identify operational and commercial risks within contracts and recommend appropriate solutions.
Support contract negotiations with clients and partners while protecting the company's operational interests.
Ensure a smooth transition from signed contracts to operational execution.

6. Strategic Operations & Cross-Functional Engagement

Develop and execute operational strategies that support business growth and scalability.
Combine strategic thinking with deep hands-on operational expertise.
Work closely with multiple departments, including Sales, Customer Success, Product, Technology, Finance, HR, Legal, and Marketing, to ensure operational alignment.
Act as a key bridge between business requirements and operational execution.
Identify dependencies and bottlenecks across departments and drive cross-functional solutions.
Establish scalable processes that support the company's growth and increasing client base.
Participate in strategic planning and business decision-making related to operations, customer experience, and platform adoption.
Translate business objectives into clear operational plans, processes, and measurable outcomes.

Key Performance Indicators

Client onboarding completion rate
Time to Go-Live
Platform adoption rate
Customer Satisfaction (CSAT)
Client retention and engagement
SLA compliance
First Response Time
Resolution Time
Team productivity
Employee onboarding completion rate
Knowledge Base adoption and effectiveness
Operational error rate
Process efficiency
Achievement of Operations OKRs

Required Qualifications & Experience

Bachelor's degree in Business Administration, Operations Management, Travel & Tourism, Hospitality, or a related field.
5+ years of progressive experience in Operations, preferably in Travel Tech, SaaS, Hospitality, Travel Management, or B2B technology.
Proven experience in client onboarding and implementation.
Strong experience in building and managing operational teams.
Hands-on experience developing KPIs, OKRs, SLAs, SOPs, and operational processes.
Strong experience in customer experience and satisfaction management.
Proven contract negotiation and stakeholder management skills.
Strong cross-functional experience working with multiple departments.
Strategic mindset combined with strong hands-on operational capabilities.
Excellent communication, presentation, negotiation, and problem-solving skills.
Strong analytical and decision-making abilities.
Ability to manage multiple clients, teams, projects, and priorities simultaneously.