Director of Operations

Overview

We are seeking a Director of Operations to join a thriving luxury travel company on a remote-first basis in the UK. This senior leadership position offers a salary of up to £95,000 depending on experience and entails overseeing operations, systems, and customer experience within a bespoke travel business looking to scale significantly.

Key Responsibilities

• Lead the growth and development of the Operations function as the company expands.
• Design and implement scalable, effective operational processes, systems, and controls.
• Mentor and support the Head of Operations along with the wider team.
• Manage the customer experience journey from initial booking through to travel completion.
• Overhaul out-of-hours support handling, covering routine inquiries and emergency situations.
• Collaborate with Finance to manage supplier payment procedures.
• Create operational reports and KPIs to monitor performance and foster continuous improvement.
• Enhance CRM platforms, customer communications, and automation workflows.
• Promote the adoption of AI and automation technologies to boost efficiency and customer satisfaction.
• Contribute as a senior leadership team member to develop long-term strategic plans.

Experience and Skills Required

• Extensive leadership experience in bespoke or luxury travel operations.
• Proven success in scaling operational teams, systems, and procedures in a growing environment.
• Strong expertise in designing operational workflows and systems.
• Experienced with CRM and operational platforms, preferably Airtable and SendGrid or comparable tools.
• Comfortable leveraging automation, AI, and data analytics for performance improvements.
• Excellent commercial and financial knowledge including supplier relationship and operational controls.
• Experience collaborating with Product and Engineering teams on internal system enhancements.
• Demonstrated ability to lead, coach, and build high-performing teams.
• Calm demeanor under pressure with excellent organizational and collaboration skills.

Benefits

• Remote-first working environment.
• Competitive salary up to £95,000 based on experience.
• Generous leave policy.
• Home office allowance.

Additional Information

This role requires senior leadership experience and deep knowledge of the bespoke or luxury travel sector. The position involves working closely with other senior leaders and encompasses operational strategy, customer journey oversight, supplier management, reporting, and technology management. Applicants with relevant experience who are looking for a demanding but rewarding role in a fast-growing luxury travel company are encouraged to apply.

About the Recruiter: Ambitions Travel Recruitment specializes in placing candidates within the leisure travel industry worldwide, including luxury bespoke travel, safari companies, cruise lines, and concierge services. They have extensive industry experience and a personalized approach to candidate sourcing.