Head of Operations
Head of Operations
Posted on :
11-09-2025
Employer Active
1 Vacancy
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Job Description
Process Optimization & Quality Control
Streamline workflows and ticket handling to boost efficiency.
Set and maintain quality standards for reliable timely service to agents and customers.
Foster team spirit to ensure smooth cooperation and mutual support.
Coordinate emergency team for on spot operational emergencies.
Knowledge Base & Documentation
Create and manage SOPs FAQs and templates to support daily operations.
Keep all documentation up to date and easy to use.
Cross-team Collaboration
Work closely with sales product and IT teams to align support with business needs.
Act as a bridge between internal teams and customer-facing staff to solve issues quickly and effectively.
Performance Monitoring
Set clear KPIs and track results to improve team performance.
Share regular reports and insights to support decision-making.
Implement SLA.
System & Workflow Support
Use booking and back-office systems to ensure smooth end-to-end travel operations.
Support daily tasks in reservations product setup and operations with accuracy and speed.
Implement a request management tech solution
: Romania Unit
: Head of Operations
: Head
: 1
: WorkFromTheOffice
: ReplacingaDismissedEmployee
: True
: 10/9/2025 12:00:00 AM
: SixMonths
: 19000 RON
: 20500 RON
: Medical insurance emergency shift
: False
-:
Stop-list :
: Team management skills working under pressure focused on identifying solutions.
: Microsoft Office Suite
: Goal Result expected Terms Weight %
1Introducing effective work flows within the team for key functional areas: bookings confirmation/ changes reseating emergencies on spots flight changes flight emergencies etcClear flows are developed and implemented; team operates accordingly within established times limits delivering high quality standards for tourists and agencies 3 months30%
2Review structure and responsibilitiesClear separation of functions and responsibilities between Help Desk Reservations3 months20%
3Maintain high quality of Help Desk / Pocket Guide services- 98% of calls answered
- 100% of emails replied
- Customer satisfaction 85%2 months20%
4Pocket guide function launch (inside Help Desk department)Team is collected workflow is established tourists satisfaction 85%3 months30%
100%
(): Bucharest
: Laptop
: n/a
1: JoinUPAndSkyUp
: True
: MobilePhone
: True
Inventor: True
PDC: True
Check in: True
: ;
IT: N/a
: Iulian Beiu
: False
: Replacement for Ana maria Rosca who will have a different role within our organization.
: True
:
: HybridFormat
: Ana Maria Rosca
: Join UP! RO
: Iulian Beiu
Streamline workflows and ticket handling to boost efficiency.
Set and maintain quality standards for reliable timely service to agents and customers.
Foster team spirit to ensure smooth cooperation and mutual support.
Coordinate emergency team for on spot operational emergencies.
Knowledge Base & Documentation
Create and manage SOPs FAQs and templates to support daily operations.
Keep all documentation up to date and easy to use.
Cross-team Collaboration
Work closely with sales product and IT teams to align support with business needs.
Act as a bridge between internal teams and customer-facing staff to solve issues quickly and effectively.
Performance Monitoring
Set clear KPIs and track results to improve team performance.
Share regular reports and insights to support decision-making.
Implement SLA.
System & Workflow Support
Use booking and back-office systems to ensure smooth end-to-end travel operations.
Support daily tasks in reservations product setup and operations with accuracy and speed.
Implement a request management tech solution
: Romania Unit
: Head of Operations
: Head
: 1
: WorkFromTheOffice
: ReplacingaDismissedEmployee
: True
: 10/9/2025 12:00:00 AM
: SixMonths
: 19000 RON
: 20500 RON
: Medical insurance emergency shift
: False
-:
Stop-list :
: Team management skills working under pressure focused on identifying solutions.
: Microsoft Office Suite
: Goal Result expected Terms Weight %
1Introducing effective work flows within the team for key functional areas: bookings confirmation/ changes reseating emergencies on spots flight changes flight emergencies etcClear flows are developed and implemented; team operates accordingly within established times limits delivering high quality standards for tourists and agencies 3 months30%
2Review structure and responsibilitiesClear separation of functions and responsibilities between Help Desk Reservations3 months20%
3Maintain high quality of Help Desk / Pocket Guide services- 98% of calls answered
- 100% of emails replied
- Customer satisfaction 85%2 months20%
4Pocket guide function launch (inside Help Desk department)Team is collected workflow is established tourists satisfaction 85%3 months30%
100%
(): Bucharest
: Laptop
: n/a
1: JoinUPAndSkyUp
: True
: MobilePhone
: True
Inventor: True
PDC: True
Check in: True
: ;
IT: N/a
: Iulian Beiu
: False
: Replacement for Ana maria Rosca who will have a different role within our organization.
: True
:
: HybridFormat
: Ana Maria Rosca
: Join UP! RO
: Iulian Beiu
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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