Operations Manager
An exciting opportunity has arisen with our client, for an Operations Manager in North Cardiff.
As the Operations Manager, you’ll be a key player in the full process of the customer journey. From the moment a customer onboards, you’ll make sure every detail is spot-on, every supplier delivers, and every client feels like they’re in the best hands possible.
What You’ll Do -
* Own the logistical delivery of the company offering to clients.
* Make sure every client’s details – are perfectly coordinated.
* Communicate clearly and efficiently with in-country partners to guarantee smooth execution.
* Step in fast to troubleshoot live issues, ensuring minimal disruption and maximum customer satisfaction.
* Keep internal systems and itineraries accurate, up-to-date, and aligned across teams.
* Build strong, trust-based relationships with global suppliers.
* Lead the onboarding of new partners, setting clear standards and expectations from day one.
* Monitor supplier performance, review feedback, and drive continuous improvement.
* Hold partners accountable to SLAs while maintaining positive, long-term relationships.
* Elevate standards through consistent post-trip feedback reviews and improvement plans.
* Handle escalated customer complaints with empathy, professionalism, and care.
* Ensure all issues are resolved within agreed SLAs and with company’s signature tone.
* Identify recurring issues and implement root-cause fixes to prevent future problems.
* Collaborate with customer service and sales to embed lessons learned and enhance overall experience.
* Liaise with marketing and sales to make sure they have the most up-to-date info for promotion.
* Ensure customers have accurate, inspiring details on logistics, add-ons, and preparation essentials.
* Constantly look for smarter, leaner, more effective ways to deliver world-class experiences.
* Strengthen collaboration between departments to improve communication and efficiency.
* Support the enhancement of the onboarding journey.
* Work with marketing to level up customer experiences.
* Conduct research and competitor analysis to stay ahead of the game.
Who You Are
You’ll thrive in this role if you’re the kind of person who:
* Stays calm and resourceful under pressure, no matter what’s happening behind the scenes.
* Shows real resilience and grit – when things get tough, you steady the ship and find a way forward.
* Is adaptable and quick to pivot when plans or priorities change.
* Takes ownership and takes pride in getting the details right every single time.
* Builds strong, positive relationships with suppliers, partners, and teammates.
* Balances customer experience with commercial sense.
* Loves solving problems and improving processes - not just maintaining them.
* Has a growth mindset and enjoys finding better ways to do things.
* Brings a little adventure and enthusiasm to everything you do.
Skills & Experience
Essential:
* Experience in operations management (preferably within travel, hospitality, or logistics.)
* Strong organisational and project management skills.
* Proven experience managing suppliers, SLAs, and partner performance.
* Excellent written and verbal communication skills.
* Experience handling customer escalations with confidence and empathy.
* Strong data and systems literacy (CRM, spreadsheets etc.).
Desirable:
* Experience working in customer retention
* A personal passion for travel.
Please apply within or contact Ash from Greystone Consulting Group to discuss further.
Telephone: 02921 880 588
Email: ash@greystone-consulting.co.uk