Title: Operations Manager
Employment type: Full-time
Working location: London or Remote
Start: ASAP
Who we are and what we do:
ROLZO’s industry-leading platform combines technology with personalised service, enabling travel professionals to book chauffeur services, car rentals, and VIP Meet & Greet services seamlessly in more than 100 countries, 500 cities, and 1,000 airports. We value innovation, service, quality, simplicity, and efficiency. Our values shape how we work, aspiring for an environment where we thrive and elevate ourselves daily.
What you’ll do:
· Lead direct team members and actively support all teams through ongoing coaching, briefing and training, quality monitoring, etc., within a time-sensitive and demanding environment
· Work with our network of clients and fleet partners around the world to ensure that our clients are receiving the best vehicles, rates, and service in the market
· Manage complex or sensitive client matters, including escalations
· Actively contribute to Service improvement projects: quality of service, processes and procedures to enhance and sustain the organization’s internal capacity
· Partner with cross-functional teams to improve proprietary tools and systems
We’re looking for someone with:
· One or more years of proven experience in an operations management role
· Background in the Luxury industry
· Excellent ability to delegate responsibilities while maintaining organizational control of operations and customer service
· Highly trained in conflict management and business negotiation
· Knowledge of general business software and an aptitude for learning new applications
· Ability to communicate effectively with high-end clients both verbally and in writing
· Second language required: Spanish, French or Italian preferred
· Passionate about customer service
· Attention to detail combined with good business judgment
· Ability to work and make decisions in a high-pressure environment with tight deadlines
· High level of intuition to anticipate and exceed client needs
· Flexible working hours - available to work on evenings and weekends
What we offer:
· The possibility to work with professionals across many areas of expertise on a product loved by the world’s leading companies in Travel, Lifestyle Management, Hospitality, Private Aviation, Luxury Retail, and more
· Performance bonuses
· Lots of room for career development
· Freedom to execute your ideas with a passionate and motivated team supporting you
· A position in our London office and/or flexibility to work remotely
Bonus points if you
· Have Hospitality, Travel or Luxury product/service experience
· Have experience working at a high-growth start-up or scale-up
· Have experience working with clients and team members from multiple countries and across multiple time zones
· Have experience working on a remote team
ROLZO is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity, or veteran status.