B2B Operations Manager, Exoticca
Customer Experience
Travel tour & package provider
Be an early applicant
Travel tour & package provider
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help travellers worldwide fulfil their dreams.
Role
Who you are
- This role goes beyond day-to-day management — it requires strong ownership, data-driven decision-making, and the ability to design systems that perform under pressure and scale sustainably
- 5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments
- 2–3+ years of experience managing teams in high-volume, fast-paced operations
- Strong track record in improving KPIs and building scalable operational processes
- Highly data-driven mindset, with the ability to translate insights into action
- Strong stakeholder management skills and ability to influence across teams
- Comfortable operating in ambiguity and evolving environments
- Experience in B2B operations (Travel or marketplaces is a strong plus)
- Experience with tools such as Salesforce and GDS systems is a plus
- Fluent in English
What the job involves
- We are looking for a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally
- This is a high-impact role at the core of the business, where you will own the performance, scalability, and evolution of our B2B operations supporting Travel Advisors
- You will be responsible for building a scalable operating model capable of handling increasing volumes and complexity, while maintaining high standards in customer experience and operational efficiency
- Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction
- Lead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability
- Design and implement scalable processes and frameworks to support business growth across multiple markets
- Drive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks
- Define prioritization models aligned with business impact and customer value
- Identify structural inefficiencies and lead initiatives to improve productivity, reduce operational friction, and increase first contact resolution
- Use data to monitor performance, anticipate risks, and drive continuous improvement
- Act as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution
- Partner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey
- Build a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions
Our take
Booking travel tours and package holidays in exotic locations lead many people to seek logistics help from travel agents. However, the complexity of these packages often means there is little variety available at local branches with extremely high prices, raising the question as to why there is not a more modern and innovative solution available online.
Exoticca provides an online platform for the booking of holiday packages and tours, with a focus on curating luxury destinations that are chosen by travel experts and provided at heavy discounts negotiated through airlines and hotels. The company also aims to provide a frictionless end-to-end travel experience by covering insurance, ABTA and ATOL guarantees, free cancellation, and COVID-19 protection. After renewed funding in 2025, Exoticca is expanding its international presence as well as deepening its commitment to AI-driven technology, so it can stay ahead in the ever evolving market.
Online travel agents have been around since the dawn of the internet, but Exoticca stands out with its focus on providing curated packages for travel enthusiasts at exclusive locations. Furthermore, the company’s emphasis on convenience and inclusivity ensures that every formality is handled, removing the complexity of travel packages and tours to open the market to a wider audience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$69.8m
SERIES D
Jul 2021
$29.4m
SERIES C
Total funding: $126.1m
Company benefits
- Unlimited tea & coffee: Enjoy a cup of "Good News" coffee while connecting with colleagues
- Referral bonus: Bring people as talented as you are to earn a nice bonus!
- Exoticca events: Enjoy regular afterworks, plus bi-annual parties and team lunches
- Language courses: Improve your Spanish or English with free language courses
- Exoticca packages: Travel packages at reduced prices for employees and family/friends!
- Flexible compensation: Use part of your salary for food/transportation with Cobee or get private health insurance with DKV
- Multicultural team: Learn from a diverse team with different backgrounds and perspectives
Company HQ
Sant Gervasi - Galvany, Barcelona, Spain
Leadership
Pere Valles
(CEO)Pere is the co-founder and General Partner at Smartech Capital. Previously, they served as the CEO of Scytl Innovating Democracy for 14 years.
Salary benchmarks
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