[Hiring] Head of Travel Operations @Numi

Role Description

Lead the operational heart of a premier travel ecosystem, scaling seamless experiences for millions of users across the Middle East.

This is a high-impact leadership role designed for a "builder" who thrives at the intersection of traditional travel expertise and modern startup agility. You will bridge the gap between legacy industry workflows and our digital-first model, ensuring our operational backbone is as innovative as our technology.

Reporting to the executive team, you will stabilize, scale, and professionalize our travel operations. You aren't just managing a team; you are protecting our reputation, nurturing critical supplier relationships, and architecting an operational playbook that can support our next phase of explosive growth.

What You’ll Be Doing

• Lead Regional Operations: Oversee the daily activities of travel consultants, ensuring peak productivity and service excellence.
• Strengthen Partnerships: Act as the primary interface for key suppliers and airlines, managing high-stakes communication with professional precision.
• Drive Tech Adoption: Bridge the gap between GDS systems (Amadeus/Travelport) and our proprietary tech stack to automate and optimize workflows.
• Coach & Mentor: Foster a supportive, high-performance culture by providing "over-the-shoulder" coaching and technical guidance.
• Enforce Quality Standards: Implement and refine the Travel Operations Playbook, ensuring strict adherence to SOPs and Global Travel Policies.
• Manage Escalations: Serve as the final point of resolution for complex flight disruptions, reissues, and high-priority customer issues.
• Orchestrate Projects: Collaborate across departments to lead strategic initiatives that improve conversion rates and reduce error-related losses.
• Monitor Performance: Use a 360-degree view of team metrics to drive continuous improvement in response times and customer satisfaction.

Qualifications

• Native-level Arabic and professional English fluency are non-negotiable for this regional leadership role.
• Significant experience within a high-volume Online Travel Agency (OTA) or a modern TMC (e.g., Expedia, Booking.com, Almosafer).
• Expert-level proficiency in Amadeus or Travelport, including complex ticketing, reissuance, and EMD processing.
• Experience in an early-stage startup environment (first 100 employees) with a solution-oriented, "whatever-it-takes" mindset.
• Deep familiarity with IRIX, CRM platforms (like Freshdesk), and back-office admin panels.
• Willingness to travel to Iraq for one week per month to provide on-ground leadership (subject to regional travel guidelines).

Nice to Have

• Experience managing B2B reseller workflows and corporate travel policies.
• A background in managing teams of 50+ agents during periods of rapid scale.

Benefits

• You will have the autonomy to build and refine processes from the ground up, directly influencing our growth trajectory.
• We are scaling fast; your career path evolves as the platform expands into new markets and services.
• Join a modern, high-performance brand that values responsiveness, transparency, and a supportive coaching style.
• We offer a hybrid or remote-first setup (depending on location) with the necessary travel to stay connected to our core operations.