B2B Operations Manager (Customer Experience)

Join Exoticca, a fast-growing travel company, as a B2B Operations Manager - Customer Experience. In this high-impact role, you will lead and scale our B2B support operations globally, ensuring high standards in customer experience and operational efficiency. You will own B2B customer experience performance end-to-end, design and implement scalable processes, drive resource planning, and identify structural inefficiencies. You will also partner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey.

• Lead and scale B2B support operations globally, ensuring high standards in customer experience and operational efficiency.
• Build a scalable operating model capable of handling increasing volumes and complexity, while maintaining high standards in customer experience.
• Design and implement scalable processes and frameworks to support business growth across multiple markets, driving resource planning and operational efficiency.
• This 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
• 2–3+ years of experience managing teams in high-volume, fast-paced operations
• Experience with tools such as Salesforce and GDS systems is a plus
• Comfortable operating in ambiguity and evolving environments
• Fluent in English
• 5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments
• Experience in B2B operations (Travel or marketplaces is a strong plus)
• Strong track record in improving KPIs and building scalable operational processes
• Strong stakeholder management skills and ability to influence across teams
• Highly data-driven mindset, with the ability to translate insights into action