Job Summary : We’re looking for a strategic executor — an Operations Manager who thrives in high-stakes, high-touch environments. You’ll bring structure, process, and accountability to our Trip and Client Services team, ensuring every client interaction meets the standards of luxury, precision, and responsiveness we promise.
You’ll own our SOPs, SLAs, Zendesk infrastructure, training systems, and QA/QC processes — transforming fragmented workflows into a seamless, high-performance service operation.
Why Sienna Charles: Join a fast-paced and engaging workplace where you can work closely with the CEO and COO while having a significant impact on the company's direction and growth. We are looking for someone who takes ownership of their tasks and continuously seeks improvement in processes and operations.
Key Responsibilities:
Operational Oversight: Manage day-to-day operations, ensuring that all aspects of the business run smoothly and efficiently. Audit, document, and continuously refine Trip team SOPs and client-facing workflow, designing scalable systems for booking, follow-up, escalations, confirmations, and internal handoffs. Implement and enforce SLAs across stages of the client journey (response times, task closure, issue resolution)
Process Improvement and Automation: Audit existing policies and workflows, updating and improving them to adapt to our rapidly changing environment. Implement native automations in Monday.com and other integration tools (e.g., IFTTT) to enhance workflow dynamism.
Team Leadership: Lead and mentor a team of employees, fostering a positive and collaborative work environment to achieve operational goals. Serve as the primary point of escalation for team inquiries and concerns, providing solutions to operational challenges.
Budget Management: Prepare and manage budgets to ensure that operations are cost-effective and aligned with the company’s financial goals.
Performance Metrics: Develop and track key performance indicators (KPIs) to measure operational performance and drive continuous improvement.
Cross-Functional Collaboration: Work closely with other departments (e.g., finance, customer service, sales, travel team and human resources) to ensure alignment and support for operational initiatives.
Compliance and Risk Management: Ensure that the organization complies with industry regulations and standards while managing risks associated with operations.
Technology : Own Zendesk setup: ticket flows, macros, tags, automations, reporting. Identify opportunities for system integrations or efficiency gains via AI/chat, Zapier, forms, or CRM logic. Monitor ticket velocity, backlogs, and reporting for leadership dashboards
QC: Create and maintain QA/QC rubrics for all client interactions (email, calls, bookings)
Run weekly audits and deliver performance reports with feedback loops for team improvement
Track accuracy, timeliness, tone, and luxury-level attention to detail
Qualifications:
5-7 years of relevant experience as an Operations Manager or in a similar role, ideally within high-level B2C services in industries such as private banking, hospitality, or fashion.
Strong leadership and team management skills, with a track record of driving team performance and empowering employees.
Excellent organizational and multitasking abilities, with a keen attention to detail and a results-driven mindset.
Strong analytical and problem-solving skills, with the ability to think creatively to manage exceptions and issues.
Proficient in project management software and tools.
Exceptional communication skills, both verbal and written, with the ability to practice discretion and maintain confidentiality.
Persona Fit:
If the below describe you well and are attributes that come naturally to you, this would be a good indicator of you are right for the role.
Attention to Detail: You are obsessed with making sure every piece is where it needs to be and can't let something go until you know it's perfect.
Prioritization and Efficiency: Strong sense of urgency, you can determine what to focus on first and can work both quickly and efficiently to maintain multiple deadlines.
Ownership and Management: You see your role as more than a job and look for ways to go above and beyond to improve the process continuously and problem solve on the Go! You keep on top of all tasks and know how to organize and maintain them all.
4+ years in operations or client experience management in a service-driven company
Proven success in designing and scaling internal systems (SOPs, SLAs, tech processes)
Deep familiarity with Zendesk (admin-level: workflows, triggers, reporting)
Obsessed with detail, order, and quality
Strong team leadership and coaching skills — can turn chaos into clarity
Calm under pressure, diplomatic, and excellent at cross-functional communication
Skills:
Strategic thinking and decision-making abilities.
Ability to work under pressure and meet tight deadlines.
Strong negotiation and interpersonal skills.
Results-driven mindset with a focus on continuous improvement.
Working Conditions:
We offer a fair and competitive salary, aligned with your skills and experience, along with opportunities for growth and development. Join our team of high performers and be part of an inspiring, collaborative environment where your contributions truly matter!
