- Ops excellence: Own trip delivery end to end - coordination with hotels, DMCs, transport partners and on-ground vendors so bookings, changes and cancellations land correctly.

- Team and performance: Lead Team Leads and Captains against GMV, conversion and NPS targets.

- Team reviews: Run the review cadence that makes performance visible at TL and Captain level, and coach against it.

- Playbook: Build and continuously refine SOPs across hotels, flights, visa documentation, forex, cabs and insurance, so service quality doesn't depend on who happened to pick up the mission.

- Floor Ops: Own the shifts, task distribution and load balancing, so the desk is genuinely staffed when customers are traveling - nights, weekends and peak season included.

- Escalations:



Be the final internal escalation point for the desk - resolve on-ground issues in the moment, then close the loop so the same failure doesn't recur next week.

- Automation and AI-assisted ops: Find the manual work worth removing, specify it, and partner with product and engineering to ship it. Comfort working alongside AI tooling is not optional in this role.

- Travel craft: Set the creative bar for itineraries and recommendations - the destination knowledge and taste that make trip feel different from a booking confirmation.c

📌 SM Travel Ops (Bengaluru)
🏢 Careernet
📍 Bengaluru