B2BOperationsManager-CustomerExperience

**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