B2B Operations Manager - Customer Experience

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

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.

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.

• →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

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