B2B Operations Manager - Customer Experience

About the role

Exoticca, an online travel agency focused on long-distance dream trips, is looking for a B2B Operations Manager - Customer Experience to lead and scale its B2B support operations globally. The role owns the performance, scalability and evolution of the operations supporting Travel Advisors, building a scalable operating model that keeps customer experience and efficiency high.

Key responsibilities

• Own B2B customer experience 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
• Design and implement scalable processes and frameworks for growth across multiple markets
• Plan resources and allocate FTE optimally across channels and demand peaks
• Define prioritization models aligned with business impact and customer value
• Improve productivity, reduce operational friction and raise first-contact resolution
• Monitor performance with data, anticipate risks and drive continuous improvement
• Lead during high-impact situations such as disruptions and demand spikes
• Partner with Product, Operations and Growth teams to improve the customer journey

Required profile

• 5+ years in Customer Operations, Support or similar roles in high-growth environments
• 2-3+ years managing teams in high-volume, fast-paced operations
• Track record of improving KPIs and building scalable processes
• Strong stakeholder management and comfort in ambiguous, evolving environments
• Fluent English; B2B operations experience (travel or marketplaces) is a strong plus

Required skills

• Data-driven mindset, able to turn insights into action
• Experience with Salesforce and GDS systems is a plus

What we offer

• Permanent contract from the start, with offices in Barcelona city
• Hybrid work model
• Flexible compensation management for diet, transportation and private health insurance via Cobee
• Travel packages at reduced prices, referral bonus, unlimited coffee, team lunches, English lessons and biannual company parties