B2B Operations Manager - Customer Experience

What Is Exoticca?

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What about the team?

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.

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.

What you will do

• 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