Job Description:

About Eagle Crest Holidays -

Eagle Crest Holidays is a leading B2B destination management specialist delivering curated FIT and group travel solutions to travel partners. With a solid focus on service reliability, supplier excellence, and seamless on-ground execution, we enable our partners to scale their holiday business with confidence.

Role Overview

The Head of DMC Operations will lead and own the entire operations function across destinations, ensuring scalable, productive, and high-quality delivery of all B2B holiday services. This role goes beyond execution — it requires strategic leadership in process excellence, supplier ecosystem development, team building, and service innovation. The incumbent will be responsible for driving operational efficiency, improving partner experience, optimizing costs, and building a future-ready operations framework to support business growth

Key Responsibilities
Strategic Leadership & Operations Ownership

• Own end-to-end DMC operations across FIT, GIT, and series departures globally.





• Define and execute the operations strategy aligned with business growth targets.

• Build scalable systems and processes to support multi-destination expansion.

• Act as the central decision-maker for all operational escalations and risk management.
Team Leadership & Capability Building

• Lead, structure, and scale the operations team across geographies and destinations.

• Hire, mentor, and develop second-line leadership (team leads, assistant managers).

• Drive a high-performance, accountability-driven culture with explicit KPIs.

• Ensure continuous training on destinations, systems, and service excellence.
Service Excellence & Customer Experience

• Define service standards and ensure consistent delivery across all bookings.

• Own key B2B partner experience and satisfaction metrics (CSAT, repeat business).

• Oversee handling of high-impact escalations and critical live tour issues.

• Build proactive ser

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