Head/Senior Vice President/Vice President - Travel Sales & Operations

Head of Operations / SVP/ VP - Travel

:

Role : Vice President / Head of Operations (Travel Business)

• Position : Sr. Vice President / VP Travel Sales & Operations
• (Head of Operations Travel Domain)
• Location : Gurugram / NCR
• Reporting To : CEO /MD/Founder
• Experience Required : 18+ Years
• Industry Preference : Travel, Hospitality, OTA (Online Travel Agencies), Travel Services, Contact Center Travel Operations

Role Overview :

We are seeking a seasoned and entrepreneurial Vice President Travel Sales & Operations to lead and scale our travel business. This role will have complete ownership of Sales, Operations, Fulfillment, Training, Quality, Customer Experience, and P&L Management with accountability for delivering a business portfolio of approximately 100 Crore in annual revenue.

The ideal candidate will possess strong leadership capabilities, deep travel industry expertise, commercial acumen, and a proven track record of driving profitable growth in high-volume travel sales and service environments.

Key Responsibilities :

Business Leadership & Revenue Growth :

• Lead the overall Travel Business with complete ownership of revenue, profitability, and operational performance.
• Drive annual business targets and manage a revenue portfolio of 100 Crore+.
• Develop and execute strategic growth plans to increase market share, customer acquisition, and profitability.
• Identify new business opportunities, partnerships, and revenue streams.

Sales Leadership :

• Head end-to-end Travel Sales operations across domestic and international markets.
• Drive sales strategy for Flights, Hotels, Holidays, Visa Services, and Ancillary Products.
• Build high-performing sales teams focused on conversion, revenue maximization, and customer retention.
• Monitor sales productivity, pipeline management, and achievement of business targets.

Operations & Order Fulfillment :

• Lead large-scale travel operations ensuring seamless booking, ticketing, fulfillment, and customer support.
• Establish operational controls to improve service delivery and customer satisfaction.
• Drive process excellence and operational efficiency across all customer touchpoints.
• Ensure SLA adherence and continuous improvement initiatives.

P&L Ownership :

• Own and manage the complete Profit & Loss (P&L) for the travel business.
• Monitor revenue, margins, operational costs, productivity, and profitability metrics.
• Drive cost optimization initiatives while maintaining service quality.
• Present periodic business reviews and financial performance updates to leadership.

Training & Quality Excellence :

• Lead the Training and Quality functions to ensure service excellence.
• Design capability-building programs for Sales, Operations, and Customer Experience teams.
• Implement quality frameworks, audit mechanisms, and continuous coaching programs.
• Drive customer satisfaction, NPS, and quality score improvements.

Customer Experience & Service Delivery :

• Establish customer-centric processes to enhance overall travel experience.
• Drive customer retention, repeat business, and brand loyalty initiatives.
• Manage escalations and ensure timely resolution of critical customer issues.

Team Leadership :

• Lead and mentor large cross-functional teams across Sales, Operations, Training, Quality, and Support Functions.
• Build a high-performance culture focused on accountability, innovation, and execution excellence.
• Develop succession plans and leadership pipelines.

Key Performance Indicators (KPIs) :

Business & Revenue :

• Achievement of 100 Crore+ annual revenue targets
• Revenue growth and profitability
• EBITDA and margin improvement

Sales :

• Conversion rates
• Revenue per agent
• Customer acquisition and retention

Operations :

• SLA adherence
• Order fulfillment accuracy
• Productivity metrics

Customer Experience :

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Complaint resolution turnaround time

Quality & Training :

• Quality audit scores
• Training effectiveness
• Employee productivity improvements

Desired Candidate Profile :

Education :

• MBA / PGDM from a reputed institution preferred
• Graduate in Business, Hospitality, Tourism, or related discipline

Experience :

• 1520+ years of leadership experience in Travel, Hospitality, OTA, or Travel Services industries.
• Proven experience managing large-scale Travel Sales & Operations functions.
• Demonstrated success in handling P&L responsibility of 50100+ Crore businesses.
• Experience leading large teams across Sales, Operations, Training, and Quality.

Key Competencies :

• Strategic Business Leadership
• P&L Management
• Travel Sales & Distribution
• Revenue Management
• Operational Excellence
• Customer Experience Management
• Training & Quality Leadership
• Stakeholder Management
• Team Building & Leadership
• Data-Driven Decision Making

Why Join Us :

• Opportunity to lead and scale a high-growth travel business.
• Complete ownership of Sales, Operations, Fulfillment, Quality, and Training.
• Direct impact on business growth, profitability, and customer experience.
• Leadership role with significant strategic influence and visibility.

• Compensation : Best in Industry + Performance-Linked Incentives + Leadership Benefits
• Location : Noida / Gurugram
• Role Level : Vice President / Head of Operations Travel Business
• Business Size : 100 Crore+ Revenue Portfolio Management