Position: Vice President – Operations

Experience: 5–10 Years

Industry Preference: Travel, Aviation, Airlines, BPO, Customer Service Operations

Employment Type: Full-Time

Location: Dadar(Mumbai)

Role Summary

We are looking for an experienced and result-oriented Vice President – Operations to lead end-to-end operations, drive revenue and profitability, enhance customer satisfaction, and build high-performing teams.

The ideal candidate should have strong expertise in Travel/Airline Operations, CRS, CRM, GDS platforms, SLA management, workforce management, escalation handling, and people leadership, along with a strong business and revenue-growth orientation.

Key Responsibilities

1. Operations Management

Oversee end-to-end operational activities and ensure smooth business functioning.

Drive process improvements, productivity, efficiency, and operational excellence.

Establish and monitor operational KPIs, quality standards, and performance benchmarks.

Ensure adherence to company policies, compliance requirements, and operational procedures.

2. Revenue & Business Growth

Drive achievement of assigned revenue, profitability, and business targets.

Monitor operational and financial KPIs to identify opportunities for growth.

Develop initiatives to improve customer retention, revenue generation, and operational profitability.

Support senior management in strategic business planning and execution.

3. Customer & Service Management

Ensure adherence to agreed SLAs and timely delivery of services.

Manage critical customer escalations and ensure effective resolution within defined timelines.

Monitor service quality and customer satisfaction levels.

Implement corrective and preventive measures to improve the overall customer experience.

4.



People & Workforce Management

Lead, mentor, and develop high-performing operational teams.

Manage workforce planning, staffing, attendance, shift, and roster requirements.

Conduct performance reviews, coaching, and employee development initiatives.

Build a culture of accountability, teamwork, service excellence, and continuous improvement.

5. Travel & Airline Operations

Demonstrate strong working knowledge of GDS platforms such as Amadeus, Galileo, Sabre, etc.

Have hands-on experience with CRS (Computer Reservation Systems).

Understand airline reservations, bookings, ticketing, fare rules, refunds, cancellations, and related travel processes.

Ensure operational teams follow industry best practices and service standards.

6. Stakeholder & Communication Management

Maintain effective relationships with internal and external stakeholders.

Present operational performance, KPIs, challenges, and business insights to senior leadership.

Work closely with Sales, Finance, HR, Technology, and other cross-functional teams.

Ensure effective communication and alignment across departments.

Required Skills

- Robust knowledge of CRS, CRM, GDS, and SLA management.
- Strong understanding of travel and airline operations.
- Proven experience in revenue and target management.
- Robust business development and commercial orientation.




- Excellent people management and leadership skills.
- Strong workforce, roster, and capacity management experience.
- Proven experience in escalation and complaint management.
- Excellent communication, negotiation, and presentation skills.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong decision-making and ownership mindset.

Qualifications & Experience

Bachelor's degree in any relevant discipline; Master's degree preferred.

5–10 years of relevant experience in Operations Management.

Experience in Travel, Aviation, Airlines,BPO, Customer Service, or related industries preferred.

Proven experience managing large teams and operational performance.

Experience working with GDS/CRS platforms will be highly preferred.

Preferred Competencies

- Strong leadership and decision-making capabilities.
- Customer-centric approach.
- Strategic thinking and business acumen.
- Commercial and revenue-oriented mindset.
- Strong execution and ownership capabilities.
- Adaptability and ability to handle challenging situations.
- Results-driven and target-oriented approach.
- Ability to build and lead high-performing teams.

Ideal Candidate

A dynamic and commercially driven Operations Leader with strong expertise in travel/airline operations, CRS, CRM, GDS, SLA management, revenue achievement, workforce management, customer service, escalation handling, and people leadership.

- The ideal candidate should be capable of taking ownership of challenging operational situations, driving business performance, improving service quality, and delivering sustainable operational and revenue growth.

📌 Vice President Operations (Mumbai)
🏢 Akbar Offshore
📍 Mumbai