Head - Luxury Travel Operations - Mumbai, Maharashtra
1 day ago
Job description
Location:
Khar Road, Mumbai
Experience:
8–10 Years
Employment Type:
Full-Time | Work from Office
Notice Period:
15–30 Days
About EDGE:
EDGE is a Private Travel & Lifestyle Club for those who see travel as growth — not just movement.
In a world crowded with noise, we prioritize clarity, cultural intelligence, and thoughtful design. Every journey begins with a deep understanding of our members and how they choose to experience the world.
Powered by a trusted global network and an expert-led team, EDGE is built for those driven by precision, perspective, and the ambition to shape the future of private travel.
About the role
:
As
Head of Operations
, you are the architect of our delivery engine.You will transform complex travel visions into seamless, high-touch realities by building scalable systems, leading high-performing teams, and embedding service excellence into every guest interaction.
This is a leadership role at the intersection of structure and hospitality — ensuring backend precision while guests experience effortless magic.
Key Responsibilities
Systems & Process Architecture
- Design and optimize end-to-end operational workflows (inquiry to post-trip feedback)
- Implement and manage CRM, project management, and itinerary systems
- Develop and maintain a comprehensive Operational Playbook (SOPs)
- Build scalable infrastructure to support growth
Team Leadership & Performance
- Recruit, mentor, and lead Travel Designers and other Team members.
- Establish KPIs focused on accuracy, TAT, service quality, and guest satisfaction
- Manage capacity planning for peak seasons without compromising quality
Service Excellence & Guest Experience
- Map guest journeys to eliminate friction and introduce "surprise & delight" moments
- Act as final escalation point for complex bookings
- Drive feedback loops through guest reviews, NPS, and performance insights
Partnerships & Commercial Oversight
- Build and manage global partner and supplier relationships
- Lead contract negotiations ensuring strong commercial value
- Establish strict partner vetting standards aligned with brand positioning
- Analyse consumer behavior and adapt operational strategies accordingly
Risk & Continuity
- Develop contingency frameworks for global/regional disruptions
- Ensure guest safety and operational continuity at all times
Must- have Requirements:
- 8+ years in Operations (Luxury Travel / Premium Services preferred)
- Proven experience building and scaling operational systems
- Strong team leadership & performance management track record
- High emotional intelligence and client sensitivity
- Excellent problem-solving in high-pressure environments
- Tech-savvy with CRM and automation tools
- Strategic mindset balancing growth vision with daily execution
Ideal Candidate Profile
- Structured yet creative thinker
- Detail-oriented and execution-driven
- Relationship builder with premium clientele
- Thrives in fast-paced, high-performance environments
Why Join Us?
- Shape the operational backbone of a fast-growing luxury brand
- Work closely with founders and leadership
- Lead a passionate team creating transformational journeys
- Design scalable systems from the ground up
- Be part of a culture that values ownership, excellence, and human-centric leadership
Interested candidates may send their CV along with the below details to:
- Current Organisation
- Current CTC
- Expected CTC
- Notice Period / LWD
- Willingness to commute to Khar Road (Yes/No)
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