Travel Operations Manager - Remote - Luxury Travel Leadership

About the role

We're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company. You'll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You'll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.

Responsibilities

• Lead and Develop Your Team
• Manage 3-4 Team Leads across all concierge functions.
• Provide daily coaching, feedback, and support to develop their judgment and leadership.
• Build a culture where ownership, precision, and empathy are balanced with speed and quality.
• Conduct regular reviews to support team member growth and performance.
• Own Shift Operations
• Direct all client-facing operations during your shift with real-time decision-making.
• Allocate resources, manage escalations, and resolve complex issues with calm confidence.
• Ensure seamless handovers between shifts-nothing falls through the cracks.
• Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.
• Deliver Exceptional Client Experiences
• Own the end-to-end client journey for your shift-every request, quote, booking, and follow-up.
• Personally handle VIP clients and high-complexity situations requiring senior judgment.
• Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.
• Turn service recovery moments into opportunities that strengthen client relationships.
• Drive Process Excellence
• Submit at least two documented process improvements per month that increase efficiency or quality.
• Spot patterns in client feedback, system inefficiencies, and team performance-and solve them systematically.
• Partner with Process Management and other teams to streamline workflows.
• Use data to make decisions, validate improvements, and track impact.
• Collaborate Across Ascend
• Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.
• Represent the voice of both clients and your team in strategic discussions.
• Contribute insights that shape how we grow globally while maintaining service quality.
• What You Bring

Requirements

• 4+ years in luxury travel, hospitality, or high-touch service operations (apply even if you don't have all the experience but are confident in your skillset).
• 2+ years in a leadership or management role-you've coached teams, not just managed tasks.
• Strong GDS proficiency (Sabre preferred) -comfortable with fare rules, complex routing, and ticketing.
• Data-driven approach-you use metrics to spot trends and improve performance.
• Excellent written and verbal communication-you can coach with clarity and write polished client messages.
• Calm under pressure-when everything hits at once, you're the steady presence.
• Experience with international business/first-class bookings or award travel programs.
• Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms.
• Track record of building or improving operational processes, SOPs, or training programs.
• Experience managing remote, global teams.

Benefits

Additional Information

About Frontier Frontier is a subsidiary of Fresh Prints . Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that - and called it Frontier . At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we've never lost a client. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to get you an interview for a full-time job within the month. Think of us as your personal talent agent - and good luck with the application! 😊 Please note: To ensure we find the best technical fit, our process begins with a practical skills assessment prior to interviews. About Ascend Ascend helps founders, investors, and executives book international business and first-class flights at unbeatable rates-often 30-80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless. We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners , and have 5x'd our revenue year-over-year. We're currently at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world. Our clients-founders, investors, and executives from venture capital, family offices, private equity, and beyond-expect exceptional service delivered with speed, accuracy, and sophistication.

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