We are looking for a mid to senior level Operations Project Manager who can bring structure, clarity, and discipline across multiple operational departments. The role requires someone who can take high-level goals from the PMO and convert them into actionable plans, track execution, remove blockers, establish strong documentation, and improve team accountability.This person will manage day-to-day operations across six departments, ensure cross-functional coordination, and maintain performance standards. They will not own domain expertise for each function but must be strong in project delivery, process governance, operations planning, and execution management.
Primary Responsibilities
- Project Execution & Delivery
- Convert quarterly goals from the PMO into structured plans and weekly execution roadmaps.
- Track progress of all tasks, deadlines, and deliverables across operations, support, partners, IT, facilities, and supply acquisition.
- Identify delays, escalate risks early, and ensure timely corrective action.
- Cross-Functional Coordination
- Ensure healthy communication between Operations, Customer Support, Partner Management, IT Team, Facilities, and Supply Acquisition.
- Facilitate sync meetings, ensure action items are documented, and follow up on closures.
- Process Governance
- Implement standard operating procedures across all departments.
- Ensure adherence to documentation standards, reporting guidelines, and compliance processes.
- Improve workflow efficiency and reduce operational friction.
- Performance & Reporting
- Collect, validate, and review weekly & monthly reports from department managers.
- Maintain department scorecards with KPIs, productivity metrics, turnaround times, and quality indicators.
- Prepare consolidated performance dashboards for the PMO.
- People & Resource Planning
- Work with managers to plan workloads, resource allocation, and shift schedules (Customer Support, IT Admin, Facilities).
- Identify skill gaps, training needs, and recommend performance improvements.
- Vendor, Partner & Supply Coordination
- Track onboarding, evaluation, and performance of travel partners and supply acquisition partners.
- Ensure SLAs, timelines, and reporting are followed.
- IT & Facilities Oversight (Non-technical)
- Ensure timely execution of IT admin tasks: access provisioning, audits, asset tracking, escalations.
- Oversee facilities operations: housekeeping, maintenance, procurement, AMC tracking, safety compliance.
- Issue Resolution & Escalation Handling
- Act as the first line of escalation for operational, support, IT, and facilities issues.
- Diagnose root causes and drive preventive measures.
Additional Responsibilities
- Conduct weekly audits for documentation, vendor SLAs, SOP compliance, and support quality.
- Oversee customer support metrics such as TAT, quality, CSAT, and resolution accuracy.
- Help the Supply Acquisition Manager track onboarding, negotiations, productivity, and compliance.
- Improve visibility by maintaining Confluence documentation for all departments.
- Support leadership in operational planning for new product launches or expansions.
Skills & Qualifications
Must-Have Skills
- Strong project management skills (planning, tracking, reporting, escalation).
- Excellent operational coordination and communication abilities.
- Experience managing multi-team environments.
- Ability to work with strict timelines and structured processes.
- Competent in MS Planner / Jira / Asana / Trello or similar tools.
- Strong documentation discipline.
- Ability to identify problems early and push teams to close them.
Good-to-Have Skills
- Past experience in Customer Support or Operations roles.
- Exposure to IT administration or SaaS tools.
- Experience working with travel or aggregator-based businesses.
- Knowledge of SOP creation and process standardization.
- Understanding of vendor management or supply onboarding.
Qualifications
- Bachelor’s degree preferred (Business, Operations, Technology, Engineering, or related fields).
- Project management certification is a plus (PMP, CSM, Prince2).
- Prior experience managing 3 or more departments is an advantage.
Why Join Us?
- Work directly with the PMO and leadership team in a high-impact role.
- Influence multiple departments and improve the efficiency of the entire company.
- Opportunity to build scalable processes for a growing B2C travel product.
- Fast-growth environment where strong performers rise quickly.
- Ownership of cross-department initiatives with real business impact.
