Travel Operations Manager | Remote | Luxury Travel Leadership

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About This Role

Fresh Prints is hiring a remote Travel Operations Manager to lead shift-level operations at Ascend, a fast-growing company backed by Bessemer Venture Partners that helps executives, founders, and investors book international business and first-class flights. In this full-time role, the successful candidate will manage 3 to 4 Team Leads across core functions including Client Service, Ticketing, Trip Fulfillment, and Process Management. Responsibilities include directing shift operations, maintaining strict service level…

Job Description

Responsibilities

• Manage 3 to 4 Team Leads across all concierge functions and provide daily coaching, feedback, and support
• Direct client-facing operations during assigned shifts using real-time decision-making, resource allocation, and escalation management
• Ensure seamless shift handovers and maintain at least 95 percent service level agreement adherence alongside 98 percent data accuracy
• Own the end-to-end client journey for your shift, personally handling VIP clients and high-complexity situations
• Submit a minimum of two documented process improvements per month to increase efficiency or quality
• Collaborate closely with Product, Operations, and Leadership teams to implement new systems and support global growth

Requirements

• Four or more years of experience in luxury travel, hospitality, or high-touch service operations
• Two or more years of leadership or management experience coaching teams rather than just managing tasks
• Strong Sabre proficiency with comfort handling fare rules, complex routing, and ticketing
• Data-driven approach utilizing metrics to spot trends and enhance performance
• Excellent written and verbal communication skills for clear coaching and polished client messaging
• Ability to remain calm under pressure during busy periods

Qualifications

• Experience handling international business or first-class bookings and award travel programs
• Familiarity with workflow and CRM platforms such as Asana, Periskope, or Stripe
• A track record of building or improving operational processes, standard operating procedures, or training programs
• Background in managing remote, global teams
• Previous experience working within luxury hospitality brands including hotels or premium concierge services

Core Skills

Benefits

• Clear progression path with opportunities for promotion from within based on performance
• Predictable shift scheduling provided in advance
• Merit-based performance incentives
• Opportunities to learn advanced travel optimization strategies and gain leadership experience at a venture-backed company

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