B2B Operations Manager - Customer Experience

About the role

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 5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments 2-3+ years of experience managing teams in high-volume, fast-paced operations Strong track record in improving KPIs and building scalable operational processes Highly data-driven mindset, with the ability to translate insights into action Strong stakeholder management skills and ability to influence across teams Comfortable operating in ambiguity and evolving environments Experience in B2B operations (Travel or marketplaces is a strong plus) Experience with tools such as Salesforce and GDS systems is a plus Fluent in English Why join us High ownership and direct impact on business performance Opportunity to build and scale operations in a fast-growing company International environment with strong growth ambitions Competitive compensation and flexible benefits Competitive compensation package in line with job responsibilities and experience. Additionally, we propose the use of flexible compensation management for diet, transportation, and private health insurance with Cobee. Hybrid work model: Offices in Barcelona city. Permanent contract from the start. Travel packages at reduced prices! Referral bonus, if you bring people as talented as you. Unlimited coffee, team lunches, English lesson, bi-anual company parties. And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!. Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale. Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.