Operations Manager

Contenido de trabajo

### About Pickyourtrail

Pickyourtrail is the Indian millennial’s most loved leisure travel brand. Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel.

We take pride in having built India’s most loved Do-It-Yourself vacation builder platform. Over 100,000 travellers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google. In fact, Google in its travel survey had cited Pickyourtrail’s model of combination of expert-led advice and tech platform as the desired solution for the vacation industry. With an NPS score of 60+, We continue to focus on delivering exceptional value and experiences for the new age travellers breaking away from the traditional packaged tours model.

### Why work with Pickyourtrail

The most obvious question is on the industry - The travel Industry has been the worst hit in the Pandemic. We strongly believe that with the vaccination percentages and overall understanding of the disease the worst is behind us. The next 12-24 months is a watershed moment in the travel industry and more so in the Leisure vertical. The huge pent up demand is real - look around and almost every 2nd person you come across wants to take a break. By joining any travel company, you are buying a shot at an accelerated career growth over the next few years!

Pickyourtrail is one of the very few travel startups that have survived the pandemic. We have not only survived but also increased our product portfolio to now include - Domestic Staycations, Global markets (Dubai and USA) in addition to our India outbound market. Despite the tough circumstances surrounding the pandemic we have managed to maintain and in fact grow our glass door rating to 4.2 on 5.

Pickyourtrail offers you 2 key benefits

1. Clear strategy and Roadmap - Even the pandemic didn’t get us to pivot : ) At Pickyourtrail, you are assured of an environment which is stable with respect to direction & goals. This gives you a stable base to experiment and drive towards the desired end state. We shy away from randomisations and strive towards a well drawn down quarter operating plan to ensure that all teams across Revenue - Design - Marketing - Engg - Operations - Product are aligned.
2. High Impact Opportunity - We believe that travel is where online meetings were in feb 2020 - waiting to explode. There could be no better time to leverage your past experience to help the organization grow faster towards the desired outcomes.

Pickyourtrail is looking to recruit an Operations Manager for a new business category (TAM - $40B). The candidate will have a unique opportunity of building and scaling business operations ground up.

### What will you be doing?

• Manage complete ground operations - bookings, fulfillment and customer service. Be the DRI for this entire exercise.

• Based on your exposure in the first few months, build business processes, operational metrics and SLAs

• Manage business operations by leveraging an internal CRM

• Strategize and deliver operations and customer service with a first response time of under 5 minutes

• Interact with customers and be the face of the brand from an operations perspective

• Manage escalations; Build processes to avoid customer escalations

• Keep up with evolving Covid guidelines and assist customers with RT PCR requirements/Visa guidelines/forms and procedures

• Actively participate in drafting a hiring plan for your team

• Manage a team of operations executives and be responsible for 99.99% service delivery standards

• Setup KRAs for your team and groom them as Operational leaders

• Work with product team to build tech solutions to boost operational efficiency

• Keep internal stakeholders aware of operational challenges/updates

What does an ideal candidate profile look like?

• Min 4-5 years of experience in Business operations. Preferably in the Travel industry

• Excellent written and verbal communication skills. Ability to manage multiple stakeholders (internal and external)

• Hands on experience in managing and executing business operations

• Proven track record of managing teams

• Comfortable with Excel based analysis and reporting

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Job Type: Full-time