{"id":2143351,"url":"https://alion.io/job/exoticca-b2b-operations-manager-customer-experience","title":"B2B Operations Manager - Customer Experience","company":{"id":3657,"name":"Exoticca","domain":"exoticca.com","url":"https://alion.io/company/exoticca","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":32,"ghost_share":0.063,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":108,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":92000,"period":"year","method":"role_country_seniority_unknown","sample_n":59},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-05-18T00:00:00Z","employer_posted_date":"2026-05-18","last_verified_at":"2026-10-19T20:45:17Z","board_verified":true,"closed_at":null,"days_open":154,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":154},"description":"What Is Exoticca?\nExoticca 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.\nWe 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.\nWhat about the team?\nWe are looking for a B2B Operations Manager - Customer Experience to lead and scale our B2B support operations globally.\nThis 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.\nYou 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.\nThis 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.\nWhat you will do\nOwn B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction\nLead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability\nDesign and implement scalable processes and frameworks to support business growth across multiple markets\nDrive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks\nDefine prioritization models aligned with business impact and customer value\nIdentify structural inefficiencies and lead initiatives to improve productivity, reduce operational friction, and increase first contact resolution\nUse data to monitor performance, anticipate risks, and drive continuous improvement\nAct as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution\nPartner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey\nBuild a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions\nRequirements\n5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments\n2-3+ years of experience managing teams in high-volume, fast-paced operations\nStrong track record in improving KPIs and building scalable operational processes\nHighly data-driven mindset, with the ability to translate insights into action\nStrong stakeholder management skills and ability to influence across teams\nComfortable operating in ambiguity and evolving environments\nExperience in B2B operations (Travel or marketplaces is a strong plus)\nExperience with tools such as Salesforce and GDS systems is a plus\nFluent in English\nWhy join us\nHigh ownership and direct impact on business performance\nOpportunity to build and scale operations in a fast-growing company\nInternational environment with strong growth ambitions\nCompetitive compensation and flexible benefits\nBenefits\nCompetitive compensation package in line with job responsibilities and experience.\nAdditionally, we propose the use of flexible compensation management for diet, transportation, and private health insurance with Cobee.\nHybrid work model: Offices in Barcelona city.\nPermanent contract from the start.\nTravel packages at reduced prices!\nReferral bonus, if you bring people as talented as you.\nUnlimited coffee, team lunches, English lesson, bi-anual company parties.\nAnd last but not least, becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!.\nJoin 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.\nExoticca 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.","description_format":"text","description_chars":4611,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity","Health insurance","Hybrid work"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Travel Agencies"],"lifecycle":[{"event":"open","at":"2026-10-09T03:55:43Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.509,"p_room":0.44,"age_days":154,"expected_fill_days":108,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/exoticca-b2b-operations-manager-customer-experience","json_url":"https://alion.io/job/exoticca-b2b-operations-manager-customer-experience.json","meta":{"generated_at":"2026-10-19T22:10:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1167,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3657},"rest":"https://alion.io/mcp/rest/get_company?id=3657"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexoticca-b2b-operations-manager-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexoticca-b2b-operations-manager-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexoticca-b2b-operations-manager-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exoticca-b2b-operations-manager-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexoticca-b2b-operations-manager-customer-experience"}]}