Manager – Travel Operations

Role summary

As a Manager - Travel Operations, you will own the day-to-day operating framework behind Evynx Travel & Experiences. You will work across Partner Success, Customer Success, experience readiness, booking operations, fulfilment, and service quality to ensure that experiences discovered on Evynx are executed reliably on the ground. This is a hands-on people leadership role where you will not only manage operations, but help build the processes, standards, metrics, and systems through which Evynx scales. You will work closely with the Founder & CEO and lead the operating rhythm across both sides of the marketplace - travellers and travel partners.

What This Role Offers

• Build the travel operations function at Evynx from an early stage.
• Lead operations across both traveller and travel-partner sides of the marketplace.
• Shape the processes, standards, and systems that will define how Evynx delivers travel experiences at scale.
• Work closely with the Founder & CEO across marketplace operations, product, partner strategy, and customer experience.

Roles & Responsibilities

• Own end-to-end travel operations across experience readiness, booking, fulfilment, trip completion, and post-travel closure.
• Lead and coordinate the Partner Success and Customer Success functions, establishing clear ownership, service standards, and operating rhythms.
• Ensure experiences are operationally ready for booking, including partner assignment, pricing, availability, inclusions, logistics, and other execution requirements.
• Establish and improve SOPs, SLAs, checklists, escalation mechanisms, and quality standards across travel operations.
• Manage operational escalations involving travellers, Operators, guides, and other experience providers.
• Track operational performance, partner responsiveness, customer issues, service quality, and recurring areas for improvement.
• Work closely with Product & Technology to identify opportunities to simplify, automate, and scale operational workflows.
• Build an operating culture that combines execution discipline with trust and empathy for both travellers and partners.

Required Skills

• Strong understanding of end-to-end operations in a customer and partner-driven service environment.
• Demonstrated ability to build processes, establish operating mechanisms, and improve execution quality.
• Strong people leadership, stakeholder management, and cross-functional coordination skills.
• Ability to manage operational escalations and make sound decisions in ambiguous or time-sensitive situations.
• Strong analytical and problem-solving ability, with comfort using metrics and data to improve operations.
• Ability to operate hands-on while simultaneously building systems for scale.

Preferred Skills

• Experience in travel operations, travel-tech, OTA, marketplace operations, hospitality, DMC operations, or experience-led businesses.
• Experience working with travel operators, guides, hotels, transport providers, or other tourism partners.
• Experience managing both partner/supply-side and customer-facing operations.
• Experience building SOPs, SLAs, quality frameworks, escalation processes, and operational dashboards.
• Understanding of travel products, itineraries, pricing, availability, booking operations, and on-ground fulfilment.
• Experience working with technology or product teams to digitise and automate operational workflows.

Basic Qualifications

• 7–8 years of relevant professional experience in operations, travel, hospitality, marketplace, customer operations, partner operations, or a related service environment.
• Experience owning complex operational workflows involving multiple internal and external stakeholders.
• Prior experience leading people, teams, or significant operational workstreams.
• Strong written and verbal communication skills in English and Hindi.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Travel & Tourism, Hospitality, Operations, or a related discipline.
• Prior experience in the travel, tourism, hospitality, OTA, or marketplace industry.
• Experience in an early-stage or rapidly scaling organisation.
• MBA or relevant postgraduate qualification would be an advantage.

Additional Information

This is a people leadership role with high degree of external stakeholder management.