Systems And Implementation Manager

We are seeking a Systems & Process Implementation Manager to lead the development, implementation and continuous improvement of the systems requested by the founders and team. The role will oversee the Process Coordinator and MIS Executive.

Pangea Travel is a Mumbai-based luxury travel company, founded in 2018, creating bespoke journeys, luxury safaris, group departures and exclusive supercar experiences for a discerning clientele.

We are building a more structured way of working across Pangea: documented processes, Flow Management Systems (FMS), checklists, clear ownership, structured delegation and measurable execution.

We are looking for a Systems & Process Implementation Manager to execute this.

SYSTEMS & PROCESS IMPLEMENTATION MANAGER
Location: Mahim West, Mumbai In Office
Type: Full Time
Reports to: Founders

Role & responsibilities

Capture Requests

• Receive requests from founders and team members for new systems, processes or improvements.
• Clarify the objective, scope, priority and timeline for each request.
  

Understand the Process

• Work with the requester and relevant teams across operations, sales, accounts and other functions to understand how the process currently works.
• Define each step clearly, including the trigger, inputs, output, owner, timeline, exceptions and definition of done.

Build the Systems

• Translate requirements into practical FMSs, checklists, SOPs, templates and workflows, primarily using Google Sheets and other relevant tools.
• Review the system with the requester, make necessary changes and obtain approval before launch.

Implement and Roll Out

• Train the relevant team members and ensure each new system is properly implemented.
• Hand over live systems to the Process Coordinator for daily follow-up and the MIS Executive for weekly reporting and measurement.

Monitor and Improve

• Review delay records, MIS reports and team feedback to identify recurring issues and improve the systems.
• Maintain version control and a clear change log for all systems.
• Simplify, streamline or automate processes where appropriate, including the use of AI tools.

Lead the Systems Team

• Manage the Process Coordinator and MIS Executive, including setting priorities, reviewing their work and ensuring timely delivery.
• Build a disciplined, consistent approach to how Pangea's systems are created, implemented and maintained.

Preferred candidate profile

Experience

• 5 to 8 years of experience in process design, MIS, operations or production planning, ideally with experience managing a small team.
• Background in a growing SME preferred, particularly in organisations that have implemented similar systems.
• Travel experience is not required; an outside perspective on our processes is an advantage.

Skills

• Strong Google Sheets and Excel skills
• Familiarity with task and workflow tools; exposure to Apps Script, Zapier or similar automation tools is a plus.
• Comfortable using AI tools and LLMs such as ChatGPT, Claude or Gemini to create SOPs, build and troubleshoot sheets, and automate routine work.
• Excellent written and spoken English, with the ability to write clear SOPs and communicate systems confidently to colleagues and founders.
• Comfortable leading discussions with senior colleagues and founders.

Temperament

• Curious and detail-oriented; keeps asking questions until the process is fully understood.
• Structured, with a natural focus on steps, owners, timelines and definitions of done.
• Highly execution-focused and driven to see work through to completion.
• Calm, patient and confident when working with colleagues across functions.

This Role Is Not For

• Consultants or strategists who operate at a high level without getting into the detail.
• Experienced travel operations professionals who may be drawn into trip delivery.
• People who prefer chasing tasks or producing reports over designing and implementing systems.