[Hiring] Travel Operations Manager @Fresh Prints

Role Description

We're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company. You’ll own shift-level operations across four core functions:

• Client Service
• Ticketing
• Trip Fulfillment
• Process Management

You’ll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.

What You’ll Do

• Lead and Develop Your Team
  • Manage 3–4 Team Leads across all concierge functions.
  • Provide daily coaching, feedback, and support to develop their judgment and leadership.
  • Build a culture where ownership, precision, and empathy are balanced with speed and quality.
  • Conduct regular reviews to support team member growth and performance.
• Own Shift Operations
  • Direct all client-facing operations during your shift with real-time decision-making.
  • Allocate resources, manage escalations, and resolve complex issues with calm confidence.
  • Ensure seamless handovers between shifts—nothing falls through the cracks.
  • Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.
• Deliver Exceptional Client Experiences
  • Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up.
  • Personally handle VIP clients and high-complexity situations requiring senior judgment.
  • Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.
  • Turn service recovery moments into opportunities that strengthen client relationships.
• Drive Process Excellence
  • Submit at least two documented process improvements per month that increase efficiency or quality.
  • Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically.
  • Partner with Process Management and other teams to streamline workflows.
  • Use data to make decisions, validate improvements, and track impact.
• Collaborate Across Ascend
  • Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.
  • Represent the voice of both clients and your team in strategic discussions.
  • Contribute insights that shape how we grow globally while maintaining service quality.

Qualifications

• 4+ years in luxury travel, hospitality, or high-touch service operations.
• 2+ years in a leadership or management role—you’ve coached teams, not just managed tasks.
• Strong Sabre proficiency—comfortable with fare rules, complex routing, and ticketing.
• Data-driven approach—you use metrics to spot trends and improve performance.
• Excellent written and verbal communication—you can coach with clarity and write polished client messages.
• Calm under pressure—when everything hits at once, you’re the steady presence.

Requirements

• Experience with international business/first-class bookings or award travel programs.
• Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms.
• Track record of building or improving operational processes, SOPs, or training programs.
• Experience managing remote, global teams.
• Background in luxury hospitality brands (hotels, premium concierge services).
• You don’t need to check every box—if you have ~80% of the skills and the drive to learn, we want to hear from you.

What Makes You Stand Out

• You’ve turned around an underperforming team or operation (and can show the metrics).
• You’re known as the manager people want to work for because you make them better.
• You have a reputation for spotting issues before they become problems.
• You think in systems but lead with empathy—process without people is just bureaucracy.
• You’re comfortable being hands-on when needed while developing others to take ownership.

Why Ascend

• Clear Growth Path
  • Your progression: Concierge Manager → Senior Concierge Manager → Associate Director → Director.
  • We promote from within based on demonstrated performance and impact, not politics or tenure.
• Build, Don’t Just Maintain
  • We’re implementing our concierge framework and career systems right now.
  • You’re not inheriting a rigid legacy system—you’re helping shape how Ascend’s operations scale globally.
• Real Support
  • We hire proficient people—you won’t be carrying underperformers.
  • Regular reviews with clear metrics and feedback.
  • Head of People who understands operations and partners with you.
  • Process Management team dedicated to making your job easier.
• Work-Life Balance
  • Predictable scheduling—you’ll know your shift in advance.
  • Proper handovers—the next manager gets everything they need.
  • Global team—talented colleagues across continents.
  • Merit-based performance incentives.
• Learn While You Lead
  • Advanced travel optimization strategies used by elite professionals.
  • Lead global teams with shared metrics and real-time decision-making.
  • Collaborate cross-functionally with Product, Engineering, and Operations.
  • Gain operational leadership experience at a venture-backed company growing 5x year-over-year.

What Success Looks Like

• First 90 Days:
  • Learn systems and tools (Sabre, Asana, Periskope, booking platforms).
  • Lead shifts independently with 95%+ SLA adherence.
  • Begin coaching Team Leads effectively.
  • Identify your first improvement opportunities.
• Within 6–12 Months:
  • Consistently deliver 95%+ SLA and 98%+ accuracy.
  • Achieve strong team sentiment scores (8/10+).
  • Lead at least one initiative that measurably improves client satisfaction or efficiency.
  • Build strong relationships with frequent travelers.

Our Values

• Customer Obsession: We win when our customers win.
• Urgency with Impact: Clients expect answers in minutes, not hours.
• Radical Candor: Honest, direct, respectful feedback builds trust.
• Ownership: If something breaks, we fix it.
• Relentless Excellence: Good enough is never enough.