What Is Exoticca?

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What about the team?

We are looking for a B2B Operations Manager – Customer Experience to lead and scale our B2B support operations globally.

This is a high-impact role at the core of the business, where you will own the performance, scalability, and evolution of our B2B operations supporting Travel Advisors.

You will be responsible for building a scalable operating model capable of handling increasing volumes and complexity, while maintaining high standards in customer experience and operational efficiency.

This role goes beyond day-to-day management — it requires strong ownership, data-driven decision-making, and the ability to design systems that perform under pressure and scale sustainably.

What you will do

Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction

Lead and develop a team of Team Leaders and agents, setting clear performance expectations and driving accountability

Design and implement scalable processes and frameworks to support business growth across multiple markets





Drive resource planning and operational efficiency, ensuring optimal allocation of FTE across channels and demand peaks

Define prioritization models aligned with business impact and customer value

Identify structural inefficiencies and lead initiatives to improve productivity, reduce operational friction, and increase first contact resolution

Use data to monitor performance, anticipate risks, and drive continuous improvement

Act as a key operational leader during high-impact situations (e.g., disruptions, demand spikes), ensuring structured and effective execution

Partner cross-functionally with Product, Operations, and Growth teams to improve the end-to-end customer journey

Build a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions

Qualifications

5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments

2–3+ years of experience managing teams in high-volume, fast-paced operations

Strong track record in improving KPIs and building scalable operational processes

Highly data-driven mindset, with the ability to translate insights into action

Strong stakeholder management skills and ability to influence across teams

Comfortable operating in ambiguity and evolving environments





Experience in B2B operations (Travel or marketplaces is a strong plus)

Experience with tools such as Salesforce and GDS systems is a plus

Fluent in English

Why join us

High ownership and direct impact on business performance

Opportunity to build and scale operations in a fast-growing company

International environment with strong growth ambitions

Competitive compensation and flexible benefits

Competitive compensation package in line with job responsibilities and experience.

Additionally, we propose the use of flexible compensation management for diet, transportation, and private health insurance with Cobee.

Hybrid work model: Offices in Barcelona city.

Permanent contract from the start.

Travel packages at reduced prices!

Referral bonus, if you bring people as talented as you.

Unlimited coffee, team lunches, English lesson, bi-anual company parties.

And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!.

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a general scale.

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.

📌 B Operations Manager - Customer Experience (Madrid)
🏢 Exoticca
📍 Madrid