Job Description

Posted 2 hours ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking for an Operations Manager  to join our Accommodation (lodging) area in Barcelona (hybrid) for coaching, leading and supporting a team of around 8 Operations Specialists for delivering on time high-quality solutions in handling requests from and to our accommodation suppliers. 

If you’re ready to soar, we’re ready to take you there.

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Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

Millions of customers every year across 44 markets – 5 brands – 7M members in Prime

More than 100 million searches per day – Up to 6 billion daily AI predictions[e1]

Over 1,600 employees – More than 60 different nationalities from all continents – 99% permanent contracts – 36 average age

We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

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What you will do: 

​The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a [add role we are looking for] in the [add the team] you will be in charge of:

Take ownership for the capacity planning and management of the team, ensuring adequate coverage at any time. Forecast workload and capacity, identify any coverage gaps in advance and propose solutions to mitigate. 

Monitor and report on the team KPIs. Track individual and team performance, give visibility on the achievement of the team’s targets. 

Define the request prioritisation and assignment criteria to support the Senior Specialists in  the day-to-day management of the requests

Coach the team, through weekly regular 1 to 1s, fostering a positive and growth-oriented work environment, through regular 1 to 1s and feedback sessions on quality assessment performed and activity levels. 

Plan and prepare regular training sessions. 

Manage recruiting and support the Senior Specialists on the onboarding of new team members.

Collaborate with other team leads from Customer Service and Commercial teams for mutual support and coordination in achieving common goals.

Identify pain points by collecting the insights from the Senior Specialists and Specialists to optimise processes aligned with
company strategy. Drive the implementation of these process improvements to improve team effectiveness. 

What you need to succeed:  

​Required to have

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

Required Qualifications:

Bachelor or Master degree in Tourism or business administration

Minimum experience of

> 5 years in Customer / Supplier Service  Claims in the Hospitality industry

> 3 years in leading teams

> 2 years in a process optimization role, leading projects including in-depth analysis of root causes and implementing process improvements. 

Proficient level of English is a must, plus another European language is desirable.

Leadership skills and results oriented, with a track record of leading high performing teams. 

Salesforce knowledge is a plus

Personal skills: 

You have a proactive problem solving mindset, very customer-focused and detail oriented, highly organised and with a superb communication skill set.

Passionate in travel and online consumer realms, committed to operational efficiency.

People oriented demonstrating flexibility, active listening and empathy.

Experienced in leading diverse skill sets, fostering continuous learning and knowledge sharing.

Resilient and thrive in high-pressure situations, comfortable working under pressure, and adept at constant prioritisation.

Flexibility to respond to crisis business needs.

High analytical capacity, proactive problem solving mindset and highly organised;

Excellent writing and communication skills;

Customer-oriented, with a passionate mind-set and eager to learn and a great teamwork attitude;

Must be results oriented and with ability to multitasking with an open mind to changing priorities and business processes constantly;

Schedule: 

Monday to Fridays, 12 (Noon) to 9pm

Exceptionally working at week ends according to business needs (no more than 8 week ends per year)

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What’s in it for you?

The best talent deserves the best benefits

​At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

A rewarding Compensation package!