B2B Operations Manager - Customer Experience
Role summary by JobGrid
B2B Operations Manager - Customer Experience at Exoticca: Barcelona, Spain; On-site; Full time; Customer Support & Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Barcelona, Spain, On-site
- Role classification: Customer Support & Success, Full time
- Source freshness: checked by JobGrid on 2026-05-28.
- Application path: candidates continue to the employer application page with non-personal referral tags.
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