Senior Manager - Travel & Operations

About CREW:

CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. Instead of leaving customers to stitch together flights, hotels, visas and on-ground logistics across five different apps, CREW brings it all into one place - backed by real people, powered by AI.

What sets CREW apart:

- Member-only hotel rates: Negotiated prices on domestic and international stays

- 24x7 on-trip assistance: A concierge that stays live from planning to landing

- Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination

- One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip

By combining human expertise with seamless service delivery, CREW lets customers focus on the reason they're traveling - work, family or leisure - while we handle the details before, during and after the trip.

About the Role:

We are looking for a dynamic and execution-focused Senior Manager - Travel & Operations who will lead the Travel Desk: the team of Team Leads and Crew Captains who plan, book and coordinate every trip CREW delivers. This is a delivery-side ops role. Your job is that the trip we promised is the trip the customer actually gets - every time, at premium standards.

CREW is early, and much of how the Travel Desk works is still being written. We'd like you to write our next growth chapter: the SOPs, the escalation ladder, the quality bar, the shift model, the way work moves between our AI concierge and our Captains. You'll carry GMV and conversion targets, but you'll hit them by building a delivery engine that's consistent and fast.

We're looking for someone from a genuine travel background - OTA, travel agency, DMC, or premium concierge - who has planned trips themselves and knows what actually breaks on the ground. You'll be leading Team Leads, holding vendors to a standard, and driving operational excellence in a fast-moving, customer-facing environment. The ideal candidate has a strong ops mindset, a bias for action, and high ownership - someone who thrives in ambiguity and gets things done without waiting for perfect clarity.

Key Responsibilities:

- Ops excellence: Own trip delivery end to end - coordination with hotels, DMCs, transport partners and on-ground vendors so bookings, changes and cancellations land correctly.

- Team and performance: Lead Team Leads and Crew Captains against GMV, conversion and NPS targets.

- Team reviews: Run the review cadence that makes performance visible at TL and Captain level, and coach against it.

- Playbook: Build and continuously refine SOPs across hotels, flights, visa documentation, forex, cabs and insurance, so service quality doesn't depend on who happened to pick up the mission.

- Floor Ops: Own the shifts, task distribution and load balancing, so the desk is genuinely staffed when customers are traveling - nights, weekends and peak season included.

- Escalations: Be the final internal escalation point for the desk - resolve on-ground issues in the moment, then close the loop so the same failure doesn't recur next week.

- Automation and AI-assisted ops: Find the manual work worth removing, specify it, and partner with product and engineering to ship it. Comfort working alongside AI tooling is not optional in this role.

- Travel craft: Set the creative bar for itineraries and recommendations - the destination knowledge and taste that make a CREW trip feel different from a booking confirmation.

Required Skills & Qualifications:

- Must be based in Bangalore.

- Open to rotational shifts (5-day work week including weekends).

- 5-8 years in travel - OTA, travel agency, DMC, or premium concierge/travel services - with hands-on trip planning experience of your own.

- 3+ years leading a team in a service or operations setup, ideally including managing team leads.

- Hands-on vendor and destination partner management: you've held a third party to a service standard when the customer was already waiting.

- Strong ops mindset with a demonstrated bias for action and high ownership.

- Excellent interpersonal, communication and leadership skills.

- Ability to perform under pressure while ensuring a seamless customer experience.

- Passion for delivering outstanding, personalized experiences for premium users.