Head – Partner & Business OperationsCompany: ZUUMM | AI-Native Travel & Technology Platform

Location: Bangalore, India

Experience: 5-9 years

Role: Full-time | Senior Management

About ZUUMMZUUMM is an AI-native travel infrastructure platform that brings together travel technology, booking capabilities, supplier networks, operational support and human expertise.

We are expanding our channel partner network, enabling travel professionals, entrepreneurs and businesses to operate with the backing of ZUUMM's technology, systems and central operational infrastructure.

We are looking for a hands-on, execution-oriented professional to take ownership of our channel partner ecosystem and internal business operations.

The RoleAs Head – Partner & Business Operations, you will be responsible for ensuring that our channel partners are successfully onboarded, operationally supported and consistently performing in accordance with ZUUMM's contractual commitments, SOPs and service standards.

You will also oversee day-to-day internal operations, corporate client servicing and coordination across the internal team to ensure smooth execution and a high-quality customer experience.

This is a key coordination and accountability role. You will act as the central point of contact between ZUUMM management, channel partners, corporate clients and internal teams.

Key Responsibilities1. Channel Partner Management

- Act as the primary point of contact for ZUUMM's channel partners.
- Coordinate the complete partner onboarding process, including documentation, contractual formalities, portal setup, training and operational readiness.
- Ensure partners understand and adhere to their contractual obligations, operating guidelines, brand standards and prescribed SOPs.
- Monitor partner activation, business activity, sales performance and overall operational health.
- Conduct periodic performance reviews and follow up on agreed action plans.
- Identify underperforming partners and work with them on corrective and improvement plans.
- Ensure partners receive timely support and that their operational issues are tracked through to resolution.
- Coordinate with internal teams for partner requirements, escalations and fulfilment support.

2. SOP, SLA & Quality Governance

- Implement and monitor adherence to ZUUMM's operational SOPs across the channel partner network.
- Establish and monitor service-level commitments (SLAs) for partner support, quotations, booking assistance, customer queries and issue resolution.
- Track turnaround times,



pending requests, escalations and service quality.
- Identify recurring operational gaps and introduce process improvements.
- Maintain operational dashboards and periodic performance reports.
- Ensure accountability and timely closure of issues across all stakeholders.

3. Internal ZUUMM Operations

- Oversee the day-to-day functioning of internal operations.
- Coordinate across leisure travel, corporate travel, booking fulfilment, customer support, technology and other internal functions.
- Ensure proper allocation of work, resources and responsibilities.
- Monitor task completion, productivity, turnaround times and team performance.
- Establish clear workflows, reporting structures and accountability mechanisms.
- Identify operational bottlenecks and drive continuous improvement.

4. Corporate Client Servicing

- Oversee servicing and relationship management for ZUUMM's corporate clients.
- Ensure timely handling of corporate travel requests, bookings, amendments, cancellations and escalations.
- Monitor service quality, response times and client satisfaction.
- Coordinate with internal teams to ensure client commitments are fulfilled.
- Proactively identify service issues and take corrective action.
- Help strengthen existing corporate relationships through consistent service delivery.

5. Team Management & Coordination

- Manage and coordinate the internal operations and support teams.
- Set clear responsibilities, priorities and performance expectations.
- Conduct periodic team reviews and ensure accountability.
- Resolve interdepartmental dependencies and execution bottlenecks.
- Build a disciplined, responsive and service-oriented operating culture.

6. MIS, Reporting & Performance Management

- Develop and maintain dashboards covering:
- Channel partner onboarding and activation.
- Partner sales and business performance.
- Partner engagement and SOP compliance.
- SLA adherence and issue-resolution timelines.
- Corporate client servicing and satisfaction.
- Internal team productivity and operational efficiency.
- Provide regular management reports, highlighting exceptions, risks and improvement opportunities.




- Translate operational data into actionable recommendations.

What We Are Looking For

- 5–9 years of relevant experience in travel operations, travel landscape, business operations, partner management and service delivery.
- Strong hands-on experience in the travel industry, covering both leisure travel and corporate travel.
- Good understanding of travel booking workflows, supplier coordination, holiday/package operations, corporate travel requirements, amendments, cancellations and customer servicing.
- Experience managing multiple business partners, channel partners, travel agencies or distributed teams.
- Strong understanding of operational processes, SOP implementation, SLA monitoring and performance management.
- Experience handling corporate clients and managing service delivery.
- Proven ability to manage internal teams and coordinate across multiple functions.
- Strong problem-solving, follow-up and execution capabilities.
- Comfortable working with dashboards, MIS, CRM and business management tools.
- Excellent communication, negotiation and interpersonal skills.
- Ability to take ownership, work independently and drive outcomes without constant supervision.

Preferred BackgroundCandidates from travel management companies (TMCs), online travel companies, travel technology platforms, tour operators or hospitality businesses will be preferred. Experience in a startup or fast-growing organisation, where processes need to be built and continuously improved, would be an advantage.

The Ideal CandidateWe are looking for someone who is:

- A strong travel and operations professional with a hands-on approach.
- Organised, structured and exceptionally good at follow-through.
- Comfortable dealing with business owners, channel partners, corporate customers and internal teams.
- Firm on process adherence but practical in resolving operational challenges.
- Proactive in identifying problems rather than waiting for escalations.
- Equally comfortable building processes, managing people and reviewing performance.
- Accountable for outcomes, not just activities.

This is not a conventional customer support, travel consultant or channel partner sales role. It is an opportunity to take ownership of a growing partner ecosystem and the operational backbone of an emerging travel technology business. If you enjoy building systems, managing relationships and driving execution in a rapid-growing travel business, we would like to hear from you.

📌 Head – Partner & Business Operations (Bengaluru)
🏢 ZUUMM AI
📍 Bengaluru