Head of Operations
zuumm ai · Bengaluru · onsite · Posted 53d ago
About a minute. You'll make an account on the way through.
About this role
Experience: 4–6 years
Location: [Location]
Employment Type: Full-time
Compensation: Salary is not a constraint for the right candidate
Equity: Equity participation offered to the right candidate
About ZUUMMZUUMM is a next-generation travel platform built to make trip planning and booking simpler, smarter, and more transparent for corporates and agencies . We bring flights, hotels, activities, transfers, and holiday packages together into one seamless experience, combining technology with travel expertise to help travellers discover, customize, and book complete trips. As we scale, we're building a high-performance team and are looking for leaders who want to take meaningful ownership in shaping the future of travel. Equity participation will be offered to the right candidate, alongside the opportunity to play a key leadership role in building and scaling ZUUMM.
About the RoleWe are looking for a Head of Operations to own and scale ZUUMM's travel operations across Air, Hotels, and Holiday Packages.
The ideal candidate should have strong hands-on experience with GDS platforms, airline portals, hotel portals/suppliers, ticketing, cancellations, refunds, reissues, and end-to-end package operations. This is a leadership role for someone who can build processes from the ground up, manage teams and suppliers, solve operational challenges, and create a highly efficient and scalable travel operation.
Key Responsibilities- Own day-to-day operations across Air, Hotels, and Holiday Packages.
- Manage and optimize workflows across GDS platforms and airline direct portals.
- Oversee air booking, ticketing, reissue, cancellation, refund, voids, schedule changes, and ancillary services.
- Manage hotel bookings, modifications, cancellations, refunds, and supplier coordination.
- Own end-to-end execution of domestic and international holiday packages, including flights, hotels, transfers, activities, and sightseeing.
- Build and manage relationships with airlines, hotel suppliers, DMCs, consolidators, GDS providers, and other travel partners.
- Ensure bookings are accurately fulfilled within defined SLAs.
- Create and continuously improve SOPs, workflows, escalation mechanisms, and quality-control processes.
- Identify operational bottlenecks and work with Product and Technology teams to automate and improve processes.
- Track operational metrics including fulfilment rates, turnaround times, booking errors, cancellations, refunds, escalations, supplier performance, and operational costs.
- Build, train, and manage the operations team as the business scales.
- Work closely with Product, Technology, Sales, Finance, and Customer Experience teams.
- Take ownership of complex bookings, escalations, and critical operational issues.
- 4–6 years of experience in travel operations, OTA, travel agency, airline, or travel-tech.
- Strong hands-on experience with GDS systems such as Amadeus, Sabre, Travelport, or equivalent.
- Experience working with airline B2B/B2C portals and consolidator portals.
- Strong understanding of PNR management, ticketing, fare rules, reissue, refund, cancellation, void, and schedule changes.
- Experience with hotel booking platforms and supplier portals.
- Hands-on experience managing holiday/package operations.
- Good understanding of transfers, activities, sightseeing, and destination services.
- Experience managing suppliers and external travel partners.
- Strong problem-solving and escalation-management skills.
- Ability to build processes and operate effectively in a fast-paced startup environment.
- Strong communication, ownership, and team-management skills.
- A hands-on approach — someone who can strategize, build, and execute, rather than only manage from a distance.
- Experience working at an OTA, travel marketplace, or travel-tech startup.
- Exposure to GDS/API integrations and NDC.
- Experience with international travel and complex itineraries.
- Understanding of travel industry commercials, reconciliation, supplier contracts, and SLAs.
- Experience scaling operations in a high-growth environment.
This is an opportunity to join ZUUMM at an early and exciting stage and build the operations function rather than simply inherit one. You will have significant ownership over how travel is delivered to customers, work closely with the founders and product/technology teams, and directly influence how ZUUMM scales.
For the right candidate, salary is not a constraint. Equity participation will also be offered based on experience and fit.Sourced from foundit