Director - Operations & Customer Experience - Travel Business

About the Role:

As the Head of Operations and CX, you will play a crucial role in shaping and being the sole owner of the consumer experience with Company from the start to end of every mission that consumers raise with us.

The individual will lead a large operations team for consumer engagement and mission fulfillment, with tech first thinking. This is a high-impact role that requires a strong mix of strategy, execution excellence, and leadership.

The individual will also be a critical leader for the entire Travel business, and will be expected to be AI first in thought process and execution. For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations.

What You'll Do?

- This role will be fully accountable and responsible for all missions that come from our consumers; The team will engage with consumers, fulfill their tasks with highest consumer service levels possible.

- Lead a team that will receive and fulfill all missions received from start to end;

- Build AI first solutions to scale the business model- From consumer engagement to mission fulfillment

- Operational Excellence: Develop and execute scalable playbooks for rapid expansion and sustainable operations

- Seller & Customer Experience: Own and enhance the end-to-end experience for both users and service providers, driving high engagement and satisfaction

- Process & Playbook Creation: Design and implement streamlined processes for onboarding, training, and quality control of agents and consumer interactions

- Full Ownership & Execution: Operate with a founder mindset solve challenges, take initiative, and drive outcomes.

What You'll Need?

- Customer-Obsessed You deeply care about consumer experiences and prioritize their needs.

- Strategic & Execution-Focused You can craft a vision and execute with precision and excellence

- Entrepreneurial & Action-Oriented You thrive in ambiguity, love building from scratch, and move fast

- Data-Driven & Process-Oriented You understand how to scale operations efficiently and effectively