Director, Operations and Customer Success

About Us

Our Group is a leading airline company, which is accelerating its Package Business Unit and investing in a best-in-class, digitally enabled travel proposition. Our ambition is to deliver unforgettable experiences for our customers and to become a market leader in packaged travel within the airline sector.

Role Overview

We are seeking a high-impact Director of Operations and Customer Success with an entrepreneurship mindset to drive operational performance and deliver outstanding customer experience across the Package business.

Mission and Key Responsibilities

As the Package Business Unit scales, operational excellence is critical to sustaining profitability and reputation. In this P&L-impacting leadership role, you will ensure that fast-paced commercial expansion is supported by robust, scalable, and customer-focused operations, as well as a high-performing organization. Your work will directly influence profitability, brand strength and long-term customer value.

Reports to: CEO, Package Business Unit

End-to-End Operations Leadership

Own and scale the full operational lifecycle by standardizing processes, managing suppliers and outsourcing and driving productivity and cost efficiency in line with TTV growth.

Customer Success & Experience Strategy

Define and deliver a customer-centric strategy that improves NPS and CSAT, reduces friction and cancellations and strengthens retention and rebooking performance.

Operational Excellence & Process Optimization

Drive digital, data-enabled process excellence through workflow tools, clear SLAs, performance governance, and a culture of continuous improvement in partnership with Tech teams.

Financial & Performance Ownership

Own the operations cost base and KPIs, optimizing cost-to-serve, protecting margins and improving both offline sales performance and operational effici