Operations Manager – Customer Experience (Travel)

About the role

We are seeking an experienced Operations Manager to lead the post‑sales department of a specialist cycling‑holiday travel company in London. You will own the end‑to‑end customer experience from booking through to the completion of the holiday, ensuring high standards and seamless delivery.

Key responsibilities

• Lead, develop and manage the post‑sales team, providing day‑to‑day oversight and line management.
• Define and govern the full post‑sales operation, including customer communications, booking administration, accommodation, bike hire, transfers and amendments.
• Maintain operational integrity of travel documentation and group management, ensuring robust and scalable processes.
• Direct the strategy, planning and delivery of international sportive events such as flagship events in Mallorca, France and the Dolomites.
• Drive continuous improvement through new processes, automation and best‑practice initiatives.
• Implement and roll out new systems, including a customer ticketing platform and AI‑assisted support tools.
• Own customer feedback, service levels and operational KPIs, using data to enhance efficiency, satisfaction and commercial performance.
• Partner closely with the Sales team to ensure a seamless customer journey and support future growth.

Required profile

• 5+ years of experience in customer service management or team leadership within the travel sector.
• Proven track record of driving process improvement and delivering measurable gains in service quality.
• Strong people‑leadership skills with experience developing and motivating teams.
• Experience managing projects from scoping to delivery.
• Passion for cycling or knowledge of the sport is a plus.

Required skills

• CRM systems
• Customer service/ticketing platforms
• AI tools and automation

What we offer

• Salary of approximately £35,000 per year.
• Monthly team bonus of £250 and a bi‑annual company bonus.
• Hybrid working – Monday‑Thursday in the Holborn office, Friday remote.
• 25 days annual leave plus bank holidays.
• Cycle‑to‑Work scheme, discounted holidays for you and family, workplace pension and charity volunteer programme.