Director of Operations

Director of Operations job, remote-first, within the luxury travel industry, offering up to £95,000 DOE. This is a senior leadership role covering operations, systems and customer experience, working closely with the senior leadership team to scale a fast-growing leisure travel business.

Are you an experienced operational leader who has successfully scaled teams, systems, and processes within a bespoke or luxury travel business? Do you combine strategic thinking with a hands-on approach, enjoying everything from developing operational workflows and financial controls to improving customer journeys, CRM platforms, automation, and AI-driven efficiencies? Can you inspire and develop high-performing teams while working collaboratively across Operations, Product, Finance, Sales, and Customer Experience to deliver exceptional results?

Our client is a fast-growing, tailor-made luxury travel business known for delivering bespoke journeys and exceptional customer experiences. As the business scales, they are strengthening their operational foundations to support ambitious growth plans. They are now seeking a Director of Operations who will play a key role in shaping the organisation’s operational strategy — building scalable systems, strengthening the team and ensuring the customer journey remains exceptional as the business grows.

The Role:

• Lead the evolution of the Operations function as the business scales
• Design and implement robust, scalable operational systems, processes and controls
• Support, mentor and develop the Head of Operations and wider Operations team
• Oversee the customer journey from booking through to travel
• Revamp out-of-hours support systems, from routine queries to emergencies
• Own supplier payment processes in partnership with the Finance team
• Build operational reporting and KPIs to drive performance and continuous improvement
• Continually improve CRM, automations and customer communications systems
• Champion the use of AI and automation to improve efficiency and customer experience
• Act as a key member of the senior leadership team, helping shape long-term strategy

Experience Required:

• Significant leadership experience within bespoke or luxury travel operations
• Proven track record scaling operational teams, systems and processes in a growing business
• Highly systems-oriented, with experience designing operational workflows
• Strong CRM and operational systems expertise, ideally including Airtable and SendGrid or similar platforms
• Comfortable working with automation, AI, data and reporting to drive continuous improvement
• Strong commercial and financial acumen, including supplier management and operational controls
• Experience partnering with Product and Engineering teams on internal systems
• Strong people leadership skills — coaching, mentoring and building high-performing teams
• Calm under pressure, highly organised and naturally collaborative

Benefits:

• Remote-first working
• Up to £95,000 DOE
• Generous leave allowance
• Home office allowance