Operations Manager

Sotravel

Taiwan, Taipei City

Fresher

Save

Posted 12 days ago
Be among the first 10 applicants

Early Applicant

Job Description

Our Mission

Sotravel exists to bring people together through shared experiences.

We build a third space beyond work and home where curiosity is rewarded, community forms naturally, and people experience the world (and themselves) more deeply.

We believe great operations make meaningful experiences possible at scale.

The Role

The Operations Lead owns the end-to-end execution of Sotravel's global travel operations across Singapore, Taiwan, and our international markets.

This is not a coordination role.

You will design and lead the systems, standards, and teams that power thousands of trips and tens of thousands of customers across six continents annually while preserving the quality, reliability, and community feel Sotravel is known for.

You sit at the intersection of customer experience, revenue enablement, trip execution, trip leaders, and merchant operations, ensuring that what we sell is delivered exceptionally and that operational insights directly improve conversion, retention, and trust.

What You Will OwnCustomer Experience & Revenue Enablement

Own the full customer journey from enquiry to post-trip follow-up.
Design CS workflows that turn enquiries into confident bookings.
Ensure fast, clear, and empathetic support across all channels and markets.
Handle escalations, refunds, and service recovery with speed and judgment.
Identify friction points that impact conversion and retention.

Outcome: Higher enquiry-to-booking conversion, fewer cancellations, strong repeat bookings.

Trip Quality & Execution

Ensure all trips are fully prepared, confirmed, and documented before departure.
Maintain quality standards across accommodation, transport, guides, and services.
Review trip outcomes, incidents, and feedback to drive continuous improvement.

Outcome: Smooth trip execution with minimal last-minute issues.

Trip Leader Assignment & Support

Own trip leader assignment across all markets.
Match leaders based on experience, destination, language, and group dynamics.
Ensure leaders are briefed, trained, and supported before and during trips.
Act as the main escalation point for leaders during live trips.

Outcome: Confident leaders and consistent on-ground experience quality.

Merchant & Vendor Operations

Own onboarding, alignment, and performance management of vendors.
Ensure partners meet Sotravel's standards for reliability, safety, and experience.
Resolve issues quickly while building long-term partnerships.

Outcome: Reliable vendors and fewer operational surprises.

Team, Systems & Scale

Build and lead Customer Ops and Merchant Ops teams.
Define clear ownership, SOPs, and decision rights.
Implement dashboards to track CX, conversion, quality, and ops health.
Design operations to scale without constant firefighting.

Outcome: Autonomous teams and systems that scale with growth.

What Will Make You Stand Out

Experience in managing and scaling high performing Customer Sales and Support and operations team
Experience setting up CS ticketing systems such as Respond.io, Zendesk, or Intercom.
Designed automated workflows that reduce manual effort and improve response time.
Background in SQL, data analytics, or deep comfort working with operational data.
Systems-first mindset: you instinctively look for leverage, not headcount.

Who This Role Is For

This role is for an operator who wants real ownership not a narrow functional lane.

You are likely a strong fit if you:

Have led or owned operations in a fast-growing, customer-facing business (travel, marketplace, hospitality, events, or similar).
Are comfortable operating across ambiguity, scale, and live situations where decisions matter in real time.
Think independently, take initiative, and do not wait for instructions to fix broken systems.
Are deeply outcomes-driven you care about conversion, quality, and trust, not just task completion.
Enjoy taking big swings to design systems, workflows, and teams from scratch.
Believe operations is a strategic advantage, not a back-office function.

Communication & Market Fit

Able to speak and write English and Traditional Chinese professionally.
Comfortable communicating with customers, trip leaders, and vendors across Singapore, Taiwan, and international markets.
Able to translate nuance, expectations, and standards clearly across cultures.

Team-Building Advantage

Bring an existing network of operational, customer support, or travel-industry talent you can recruit from.
Comfortable hiring, training, and holding teams accountable from day one.
Able to build trust quickly with new hires and lead through clarity, not micromanagement.

Mindset & Working Style

Calm under pressure and decisive with imperfect information.
Obsessed with reducing friction for both customers and internal teams.
Naturally curious, constantly asking how things can be done better, faster, or more reliably.
Strong sense of ownership when something breaks, you assume it's yours to fix.

Compensation & Benefits