12Go

Operations

• Proactive, experienced Operations Specialist taking ownership of supplier operations, customer support coordination, and cross-market execution.
• Manage and nurture relationships with local and regional suppliers (tour operators, service providers).
• Lead supplier onboarding, training, and performance improvement initiatives.
• Monitor KPIs: bookings, revenue, conversion, lead time, and customer feedback.
• Coordinate with Support, Product, Finance, and Marketing teams to resolve operational issues.
• Track daily operations, escalations, and supplier performance, providing actionable insights.
• Ensure smooth execution of daily bookings and transactions across multiple markets (Vietnam, Laos, Cambodia, EMEA).
• Identify operational inefficiencies and propose solutions; support implementation of new tools, workflows, or systems.
• Provide recommendations based on market trends and competitor analysis.
• Generate regular performance reports and insights for internal stakeholders and use data to guide supplier support and operational decisions.

Operations Specialist

Manager

• Manage the complete operator lifecycle stages: Business Development/Sales: Identify growth opportunities by contracting new transport operators within your region, maintain a healthy sales pipeline, and meet quarterly quotas.
• Onboarding new operators (Ops, Data entry, Inventory): Work with cross-functional supply teams to ensure smooth and efficient onboarding of operators (technical, content, marketing alignment) and ensure that prioritizing is set according to the business needs
• Day-to-day Operations (Ops, Data entry, Inventory, Ticketing): Work with cross-functional supply teams to ensure pre-defined SLAs are met, identify region-specific bottlenecks, and suggest solutions.
• Account Management: Optimize operator relationships and drive consistent growth (e.g., commercial terms, inventory coverage, content optimization).
• Provide special attention to top-tier clients to ensure satisfaction and long-term retention.
• Define and optimize supplier-centric processes aimed at increasing supplier satisfaction.
• Leverage our group strengths to ensure Travelier Suite growth (All brands, TMS, Capital): Present various services/solutions that Travelier can offer as a group and that operators can benefit from: TMS: Client Mapping & Engagement Map all relevant clients, organize initial meetings, and engage stakeholders to drive relationships and opportunities within the region.
• Special Deals (Capital) Deliver a set number of special deals from your region. Through this great initiative, we are offering our operators funding at a very competitive rate, which should enable them to accelerate their business growth.
• Know your region - Own your growth strategy: Define and lead your "win a country" strategy, emphasizing quick-win solutions alongside mid- to long-term strategies. Be familiar with all relevant data related to your region: competitors and threats, distribution channels and opportunities, tourism trends, macro changes, regulations, etc.
• Interface with our OTAs: Work closely with other teams in our organization and serve as the main focal point for different Travelier brand stakeholders (CEOs, Product, Marketing, Customer Support).
• Leading the Business Development Team: Managing a team of 3-7 Business Development Managers. Leading the team to achieve KPIs by tracking key metrics and ensuring they are consistently discussed and optimized. Developing team capabilities through mentoring, role modeling, and professional growth initiatives.

Regional Manager

Human Resources

• -Conduct quarterly f2f sessions with all people managers, focusing on leadership development, alignment, and business priorities;-Organize bi-annual roundtables to gather employee feedback, identify pain points, and shape HR interventions;-Hold quarterly f2f meetings with employees in each department to strengthen engagement and provide a trusted HR presence;-Act as the first point of contact for employees on personal matters, workplace concerns, and conflict resolution;-Work with individual departments on designing their onboarding plans, supporting managers in setting probation expectations and providing the right support;-Provide managers with data-driven insights on people metrics such as sick leave, annual leave usage, attrition (i.e. termination reasons);-Manage the annual merit review process, ensuring fairness, budget alignment, and compliance with company C&B policy;-Partner with the C&B team to keep market benchmarking up to date, ensuring pay competitiveness and internal equity;-Provide compensation and leveling data to managers to guide salary reviews and promotion decisions;-Support managers in building business cases for promotions (e.g., budget impact, internal equity, benchmark validation);-Support managers with organizational changed and other processes / dilemmas in regards to the people;-Lead individual team performance calibrations together with managers and senior leaders to ensure fairness and consistency in performance ratings;-Design and implement Performance Improvement Plans (PIPs), partnering with managers to monitor progress and outcomes;-Develop and coordinate individual L&D plans for departments, managers, and employees, in collaboration with the Global People Partner;-Provide coaching and guidance to people managers on leadership, team management, and organizational effectiveness;-Identify and support top talent development;-Support the company’s mentorship program, ensuring meaningful matches and measurable outcomes;-Partner with leadership to design and implement succession plans for key roles;-Advise hiring managers during the recruitment process, including salary benchmarking;-Participate in interview panels to ensure alignment with company culture and values;-Provide managers with HR analytics (e.g., recruitment dashboard / cost of hire / quality of hire);-Support recruiters in finalizing offers and driving competitive, fair compensation discussions;-Act as a focal point to employees when they would like to address organizational issues;-Conduct exit interviews for all departing employees, analyzing trends and advising leadership on retention strategies;-Partner with managers to proactively address turnover risks and engagement challenges;-Champion company culture and principles through everyday decision-making and communication.

Operations Specialist

Regional Manager

HR Business Partner