Head of Operations, Journee

• Led diverse, multicultural operational teams in fast-paced consumer-facing companies.
• A track record of driving serious gains in operational efficiency while improving quality as a startup scales
• Strong analytical and problem-solving skills and use them to activate change and bring order to start-up chaos
• Knowledge and experience using, analysing, and implementing various Support and Community software i.e. FreshChat, Twilio, Notion, Slack etc
• Someone who thrives in an ambiguous startup B2C environment.
• Very hands on and are as comfortable talking strategy with leadership as you are with helping the team with day to day processes, tasks and problems
• An action-orientated process ninja and enjoy breaking down complex problems to come up with simple, elegant solutions
• A natural leader with exceptional people management skills and a deep love of *building, managing, mentoring and growing world-class teams. 🌍 You have the knack to engage effectively and build strong relationships at all levels, as well as the ability to identify and grow key talent
• A great communicator with excellent written and verbal communication skills and remain an ocean of calm in crisis situations. 🌊
• A self starter and apply intellectual rigour in your thinking. 📝 You learn quickly and get up to speed on new areas incredibly fast. You find the challenge of leading domains and executing big projects without prior experience exhilarating
• A passion for travel and Journee's mission. 🏖️

Desirable

• There are two key parts of this role:
• 1) Community - You will lead our London-based Community Team that is responsible for converting leads into sales, whilst also providing best-in-class support to our Explorers, before, during and after the trip
• 2) Operations - You will also manage our fully-remote Operations Team in India, who are responsible for booking all relevant trip components for our Explorers. You would ensure that everything is booked correctly and efficiently, and all supplier payments are paid in a timely fashion
• Other parts of the role:
• Interim Finance Responsibilities - You will handle the day-to-day statutory and business finance needs at Journee, until we make the first full-time Finance hire - we are a startup after all! However this is a secondary responsibility to Community and Operations. Typically, this would include working with our external providerson monthly management reports, quarterly VAT returns and year end company reports
• As the leader of our biggest team, you’ll be at the heart and soul of Journee and a key proponent of Journee culture. You’ll report directly to one of the founders and be the go-to person for all things Operations, including handling complex customer issues
• You’ll be very hands-on helping the frontline team solve day-to-day problems and challenges while also setting up mechanisms to avoid issues long term
• You’ll help to translate Journee’s vision, mission and goals into clear key metrics and actionable directions for the teams
• You’ll identify, nurture and grow key talent from within the team and keep the overall performance in check, ensuring we continue to deliver an outstanding customer experience
• You’ll drive and measure success by setting key operational KPIs for Journee
• You’ll innovate to make the operational processes more efficient, often working with the Tech and Product teams to implement tech-based solutions

• Initial chat with Annie, our Talent Lead
• A video call with Megha, our Co-Founder (Product, Operations, Insights)
• A short task that you will present to our 3 Co-Founders, Ed, Megha, and James
• 'Culture add' chat - you can visit the office and meet with the wider team