B2B Operations Manager (Customer Experience)

• We are looking for a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally
• This 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
• You 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
• Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction
• Lead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability
• Design and implement scalable processes and frameworks to support business growth across multiple markets
• Drive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks
• Define prioritization models aligned with business impact and customer value
• Identify structural inefficiencies and lead initiatives to improve productivity, reduce operational friction, and increase first contact resolution
• Use data to monitor performance, anticipate risks, and drive continuous improvement
• Act as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution
• Partner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey
• Build a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions

Benefits

• Unlimited tea & coffee: Enjoy a cup of “Good News” coffee while connecting with colleagues
• Referral bonus: Bring people as talented as you are to earn a nice bonus!
• Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
• Language courses: Improve your Spanish or English with free language courses
• Exoticca packages: Travel packages at reduced prices for employees and family/friends!
• Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
• Multicultural team: Learn from a diverse team with different backgrounds and perspectives

• This 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
• Fluent in English
• Experience with tools such as Salesforce and GDS systems is a plus
• Comfortable operating in ambiguity and evolving environments
• Strong track record in improving KPIs and building scalable operational processes
• Highly data-driven mindset, with the ability to translate insights into action
• 2–3+ years of experience managing teams in high-volume, fast-paced operations
• Strong stakeholder management skills and ability to influence across teams
• 5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments
• Experience in B2B operations (Travel or marketplaces is a strong plus)