Director of Operations and Service Delivery

Part of the Palatinate Group, Your Golf Travel is the World’s largest golf travel business, offering golf breaks and golf holidays to over 3,000 destinations in 22 countries throughout the UK, Ireland, Europe and the Rest of the World. Since our inception in 2004 we have experienced rapid growth and are now a team of over 200 with offices in London, Brighton, St Andrews, Killarney and Alpharetta, GA. Along the way we have built some truly amazing relationships with our suppliers and customers, have developed a huge range of incredible travel products and experiences, won countless awards…and we are just getting started!

What makes us unique? Our people. Our employees are the life of our business and by joining our team you will become part of the most talented, ambitious passionate, collaborative and entrepreneurial team in travel as we continue to make huge waves in the market and further our position as the world’s leading golf travel company.

The Role

We’re looking for a “Director of Operations & Service Delivery” to lead the strategy and team responsible for delivering outstanding golf and travel experiences for our customers, from booking to return. You’ll take ownership of all customer interactions, ensuring seamless service across pre-travel, aviation, in-resort support, and post-trip follow-ups. Driving system enhancements, customer care strategy, and NPS improvements, you’ll champion best-in-class service across all destinations. Overseeing operations, supplier relations, and crisis management, you’ll ensure smooth logistics, maximise efficiency, and delight customers at every stage—going the extra yard to keep them coming back.

Key Responsibilities:

• Ensure we go the extra yard for all our customers pre, during and post their trip with YGT.
• Lead and manage the performance of the Customer Service, Aviation, Fulfilment and Operations Teams.
• Design a customer service delivery SLA that ensures key metrics and performance working with suppliers to ensure their SLA’s fall in line with YGT.
• Manage all booking customer communications including amendments queue inbox and calls, servicing the clients in an efficient and timely manner and charging the appropriate fees/margin
• Manage the in resort support and 24 hour emergency support team
• Work collaboratively with the product team to ensure suppliers/DMC’s receive feedback and comply with all SLA’s
• Manage all supplier led changes and communications and contacts across calls, WhatsApp, chat and email to ensure the client has all aspects of the itinerary confirmed or amended as appropriate
• Handle flight contracting, bookings, schedule changes and communications with our suppliers and customers, amending all necessary itinerary arrangements
• Support and drive upgrade revenue and ancillary purchases across our product range to drive and improve GM
• Ensure 100% adherence and collection of balance payments and of amendment fees and all subsequent reporting.
• Service and support the resolution of the rejections of bookings(excluding pre deposit)
• Action cancellations/amendments in line with YGT terms and conditions and any applicable travel regulations
• Handle live chat, whatsapp support for our customers relating to their post booking requirements
• Manage rotas as required and support sales and CX as required
• Manage and apply all administration/amendment fees
• Encourage and drive the use of the APP to facilitate efficient support of the customer
• Manage and update all automated and documented comms to the customer in the pre-travel part of the customer journey with us
• Provide timely KPI/management information on SLA/response times and fees
• Manage health and safety policies, crisis response and 24 hour 7 day support setup
• Constantly look to drive process efficiencies across the team, role and wider YGT
• Own all customer review arrangements & NPS
• Manage our 24 hour support and emergency / crisis processes

What are we looking for?

Experience & Knowledge

• Extensive leadership experience in customer service, operations, or service delivery, within the travel, hospitality, or leisure industry.
• Proven track record in managing large-scale operations, including customer service teams, aviation, fulfilment, and supplier management.
• Strong understanding of customer experience best practices, with experience designing and implementing proactive service strategies.
• Expertise in travel logistics, supplier relations, crisis management, and safety compliance.
• Commercial and financial acumen, ensuring operational efficiency while maintaining profitability.
• Experience with NPS measurement, customer satisfaction tracking, and continuous service improvement.
• Background in managing multi-channel customer communications (calls, email, chat, WhatsApp, live support).

Skills & Competencies

• Strategic Leadership: Ability to create and execute a vision for best-in-class service delivery and operational excellence
• Customer-Centric Mindset: Passion for enhancing customer experiences and ensuring satisfaction at every touchpoint.
• Operational Efficiency: Strong process improvement skills to drive efficiency, streamline workflows, and optimise service delivery.
• Commercial Acumen: Ability to manage costs, revenue streams, and margins while delivering outstanding service.
• People Leadership: Proven ability to inspire, manage, and develop high-performing teams across customer service, aviation, and operations.
• Crisis Management: Experience handling emergency response, risk mitigation, and safety compliance.
• Data-Driven Decision Making: Ability to use KPIs, SLA tracking, and NPS data to drive continuous improvement.
• Tech & Automation Proficiency: Experience in leveraging technology (apps, automation, CRM systems) to enhance customer engagement and service delivery.

Personal Attributes

• Proactive & Solutions-Oriented: Always looking for ways to improve processes, enhance service, and solve challenges.
• Resilient & Adaptable: Thrives in a fast-paced, evolving environment with a hands-on approach to problem-solving.
• Excellent Communicator: Strong verbal and written communication skills, capable of influencing stakeholders and collaborating across departments.
• Attention to Detail: Highly organised, ensuring accuracy in bookings, communications, and financial transactions.
• Passion for Travel & Golf: A genuine enthusiasm for delivering exceptional golf travel experiences.

This role requires a dynamic, customer-focused leader who can drive operational excellence, enhance service delivery, and ensure that every customer enjoys an unforgettable experience with Your Golf Travel.

Why Join Us?

Annual Leave – 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year.

️ Amazing Travel Perks – Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels.

Recognition & Rewards – Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans.

️ Exclusive Brand Discounts – Save on top golf and sports brands, including Taylormade, Under Armour, and Ping.

Health & Wellbeing – Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme.

Sustainable Travel Benefits – Access our Electric Car scheme with Octopus EV and make your commute greener.

Growth & Development – Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.

Join us and take your career to the next level while enjoying some great perks and working with an awesome team!

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