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B2B Operations Manager - Customer Experience

Hybrid in Barcelona·Added 4 months ago

This job was published 4 months ago

Exoticca

34 open roles

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Overview

Job details

Permanent contract
Per the ad.
Hybrid
Office and home days — the ad has the split.

Requirements

Have the right to work in Spain
Exoticca doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Be near Barcelona for hybrid days
No relocation package mentioned.
Have 5+ years of experience
Senior-level role.

Pay & benefits

What you'll get

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.

Requirements

Languages

Fluent in English

The role

What you'll 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

Requirements

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

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

About Exoticca

Exoticca is a travel technology company specializing in long-haul, multi-day guided tours. Founded in Barcelona, the company operates as an online travel agency (OTA) that packages flights, hotels, and excursions into complete vacation experiences, primarily for markets in Europe and North America. With a strong focus on technology and data-driven product development, Exoticca has grown into a significant player in the travel tech space, backed by notable investors and expanding its global footprint.

Exoticca's headquarters and main operations are in Barcelona, Spain, where most of its product, engineering, and commercial teams are based. The company offers a dynamic, fast-paced work environment typical of a scaling tech company, with roles spanning customer service, B2B sales, marketing, and software development. For international professionals, Exoticca provides opportunities to work in a multicultural setting, with many roles requiring English and Spanish, and some offering full remote flexibility within Spain. The company's focus on innovation and growth makes it an attractive option for those looking to join a leading travel tech firm in the heart of Barcelona.

Industry: Travel Tech
Founded: 2013
Employees: 500–1,000
Headquarters: Barcelona, Spain
In Spain: Barcelona
Website: exoticca.com

Good to know if you are moving

Exoticca is headquartered in Barcelona, a major European tech hub, offering a vibrant lifestyle and strong international community.
The company's working language is primarily English, making it accessible for international professionals who do not speak Spanish.
Several roles, including customer service and B2B support, offer night shifts and full remote options within Spain, providing flexibility.
Exoticca has a strong focus on technology and product development, with opportunities for engineers and product managers to work on a global travel platform.
The company has experienced significant growth, backed by investors, indicating a dynamic and expanding work environment.

In their own words

About the company & team

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.

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.

Additional information

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.

All open roles at Exoticca