Operations Manager - Travel Services

About the role

A fast-growing travel services company based in Nairobi's Westlands is looking for an Operations Manager to lead the business as a high-performance travel company. The role oversees commercial growth, operations excellence, customer experience and strategic partnerships across Kenya, Dubai, India and other key markets, ensuring seamless travel solutions, profitability and a trusted premium brand.

Key responsibilities

• Develop and execute the commercial strategy across corporate, leisure, inbound and outbound travel, and build partnerships with airlines, hotels, DMCs, visa agencies and travel technology providers
• Drive revenue targets, margin optimization and product diversification (packages, safaris, MICE, international travel), including pricing strategy and signature travel products
• Oversee end-to-end travel operations: bookings, ticketing, reservations, confirmations, itineraries and customer support, with SOPs and zero-error documentation
• Manage visa processing, travel insurance and regulatory compliance, and handle flight disruptions and emergencies
• Recruit, train and manage travel consultants, ticketing officers and operations staff, with KPIs and coaching
• Prepare budgets, forecasts and monthly performance reports, and oversee receivables, payables, vendor payments and cost control
• Oversee travel systems (GDS, booking engines, CRM, reporting tools) and drive automation and digital transformation
• Handle VIP and executive travel, and build brand visibility through content and partnerships

Required profile

• Bachelor's degree in business, Travel Management, Hospitality or a related field
• Minimum 5-7 years' experience in travel management, airline operations or hospitality leadership
• Proven experience managing travel teams and delivering commercial results
• Strong understanding of GDS systems (Amadeus, Sabre, Galileo)
• Excellent communication, negotiation and customer service skills, strong financial acumen and operational discipline