SENIOR OPERATIONS MANAGER
Routescape is a fast-growing luxury tailor-made travel company, creating highly personalised journeys for predominantly US-based clients. Originally focused on Great Britain and Ireland, we are now entering our next phase of growth with expansion into mainland Europe.
Reporting to the Chief Operating Officer (COO) and sitting on the Leadership Team, this is a senior and influential role within the business. You will lead and develop our Operations team, working closely with Product, Content, Sales and Finance colleagues to ensure operational excellence and an exceptional customer experience.
Culture matters deeply at Routescape. As we grow, we are looking for a leader who can build high-performing teams, inspire people, and strengthen our values-driven, high-touch service culture.
Working in close partnership with the COO, you will help shape and deliver how Routescape operates in its next phase of growth. An initial priority will be leading a comprehensive review of our operational systems, technology and processes, helping to redesign and future-proof our operating model through a combination of systems expertise, business process improvement and people-led transformation.
This is a long-term leadership opportunity for someone who wants to play a meaningful role in the growth of a luxury travel business, helping shape its systems, operations, culture and future direction.
Key Responsibilities
Operational Leadership
- Lead and develop the Operations team, ensuring delivery against agreed KPIs, service standards and company objectives.
- Build a high-performing, accountable team and embed operational excellence as the business scales.
- Deputise for the COO and contribute at Leadership Team level.
Systems, Technology and Operations Transformation
- Working in close partnership with the COO, lead a comprehensive review of operational systems, technology, workflows and processes to identify opportunities to improve efficiency, scalability and service delivery.
- Define the future-state operating model and lead the selection and implementation of an integrated tour operating platform and supporting technology stack.
- Lead the associated business process redesign and change management required to embed new ways of working across the organisation.
- Oversee the ongoing optimisation of operational systems and maintain a strategic view of emerging technologies to ensure Routescape continues to evolve as the business grows.
Strategic and Commercial Delivery
- Partner with the COO on operational strategy, scalability and long-term capability planning.
- Deliver strategic projects and oversee programme reporting and delivery.
- Work with Sales, Finance and Product colleagues to ensure operational decisions support commercial objectives and supplier relationships.
Customer Journey & Quality Assurance
- Own and develop the end-to-end customer journey and CRM processes.
- Ensure communications at agreed key touchpoints are delivered consistently and effectively in collaboration with content specialists.
- Lead quality assurance, competitor analysis and feedback processes to protect brand standards and drive continuous improvement.
Governance and Best Practice
- Ensure compliance with legislation and regulatory requirements.
- Promote strong governance and operational best practice across the business.
Operational Requirements
- Flexibility during peak operational periods.
- Participation in an out-of-hours duty rota, additional payment applies.
What we offer
Salary up to £45,000, dependent on experience.
This role offers genuine ownership, influence and the opportunity to help shape the operational foundations of a growing luxury travel business. For the right person, it represents a rare opportunity to play a meaningful role in Routescape's next phase of growth, with direct exposure to strategic decision-making as part of the Leadership Team.
In addition, you will receive:
- Royal London Pension
- Staff and family rates across Seren collection properties
- 30% off food and beverage across the Seren collection
- Long service holiday benefit
- Employee Assistance Programme
- Bonus scheme linked to company and individual objectives
- Career growth opportunities as the business scales
You will be joining a values-driven business with a strong family philosophy and a team committed to excellence in luxury travel.
Candidate Profile
- Proven experience leading operational transformation within the travel industry.
- Demonstrable success delivering systems and process implementation projects.
- Experience within tailor-made luxury travel, ideally US inbound markets.
- Experience leading cross-functional teams.
- A values-led leadership style with strong accountability.
- Strong supplier relationship and commercial process management experience.
- Excellent analytical, organisational and communication skills.
- Strong technical capability and systems mindset, able to audit technology and define future-state architecture.
Do you want to be part of our journey?
If so, we would love to hear from you. Please forward applications with a covering letter and CV to our Chief Operating Officer, Rachel Coffey.
Pay: Up to £45,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Referral programme
Application question(s):
- Have you attached a cover letter? Please note cover letters are essential to the application.
Work Location: In person
