Operations Director – New Business Unit
Toptal
Job Level
Mid-LevelSenior
About the role
- Oversee end-to-end travel operations across LATAM (flights, hotels, cars, trains, activities)
- Maintain SLAs and consistent service excellence across all segments
- Lead and mentor high-performing multi-location teams; recruit, train, develop operations specialists and agents
- Ensure team leaders manage KPIs and SOP adherence
- Implement best practices to improve NPS, FCR, and client retention
- Manage service channels: voice, chat, email, self-service
- Develop escalation/resolution strategies and improve client journey
- Build strong relationships with airlines, hotels, car rental companies, rail operators, and activity providers
- Collaborate with Sales, Tech, Finance, Supplier Relations to align goals
- Partner with Tech to leverage AI, chatbots, and automation
- Identify and implement operational efficiencies
- Drive cost-effective operations and revenue growth through process optimization
- Monitor and optimize spend on tech and communication tools
Requirements
- Proven Leader
- Skilled at managing large, multi-country teams
- Travel Industry Expert: 6+ years in large-scale travel operations (B2B or B2C)
- Process-Oriented: Strong background in SOPs, KPIs, and operational excellence
- Negotiator & Relationship Builder: Comfortable working with airlines, hotels, and distribution partners
- Tech-Savvy: Experienced with booking platforms, automation, and customer service technology
- Multicultural Mindset: Adaptable communicator, resilient, proactive, and firm under pressure
- Bonus: Knowledge of GDS & Airline systems
- Bonus: Hands-on experience with AI-driven customer service
