Head of Operations

Head of Operations – TravelLocation: Dublin, IrelandThe OpportunityAn established and ambitious luxury travel company is seeking a Head of Operations to lead the day-to-day running of its business.Serving high-net-worth and ultra-high-net-worth clients, the company is entering its next phase of growth and requires an experienced operational leader who can take ownership of sales performance, people management, the end-to-end client experience and internal support functions.This is a hands-on leadership position for someone who understands what exceptional service looks like within a high-end, high-touch travel environment. You will build the systems, culture and team performance required to deliver consistently outstanding experiences.Key ResponsibilitiesTake ownership of the company’s day-to-day operations, acting as the senior operational leader alongside the Managing Director.Lead, coach and manage the sales and travel design team, maintaining accountability for targets, call quality, conversion and pipeline performance.Run regular KPI, sales pipeline and performance reviews.Manage day-to-day people matters in partnership with external HR advisers, including performance, conduct, onboarding and rostering.Build a motivated, positive and accountable team culture.Oversee the complete client journey, from initial enquiry and booking through to pre-departure, travel and post-trip follow-up.Ensure the client experience remains consistent, personal and of the highest quality at every stage.Manage the Business Support team responsible for the administrative, financial and operational functions that keep the company running effectively.Act as the operational point of contact for marketing initiatives, helping to coordinate campaigns, content and partnership activity.Serve as the senior escalation point for client complaints and service recovery, responding with sound judgement, discretion and pace.Develop and maintain scalable operational infrastructure, including workflows, reporting, service-level agreements and quality frameworks.Report regularly to the Managing Director on sales and team performance, client experience measures and operational risks.About YouYou will bring a minimum of ten years of professional experience, including a meaningful track record within the travel industry. Experience within luxury, tailor-made or high-end travel is strongly preferred.You will also demonstrate:Experience working in a high-touch travel, hospitality, concierge or luxury lifestyle environment.A strong understanding of the expectations of high-net-worth and ultra-high-net-worth clients.Proven experience managing and developing teams, ideally across sales, operations, client service and business support.The ability to coach teams against commercial targets and service-quality measures.Experience handling people matters in partnership with external HR specialists.A natural ability to build culture, creating energy, accountability and pride across a team.Strong commercial judgement and confidence managing operational performance measures such as conversion, service levels and cost control.Excellent organisational and decision-making skills.A calm, credible leadership style and the confidence to act as the day-to-day authority within the business.The ability to become a trusted operational partner to the Managing Director.International experience would be an advantage.What Success Will Look LikeDuring the first six to twelve months:Sales performance, service quality and team morale show clear improvement.A positive and accountable culture is established across the business.The Head of Operations is recognised as a visible, trusted and effective leader.Clients receive a consistently high-touch experience throughout their journey.Operational processes and reporting provide a stronger platform for sustainable growth.Why Consider This Role?This is an opportunity to take ownership of the operational heart of a growing luxury travel business.Working closely with the Managing Director, you will have significant influence over the company’s culture, operating model, client experience and future growth. The role offers genuine responsibility and the opportunity to shape how a high-end travel company develops without compromising the personal service that distinguishes it.