Accommodation Operations Manager - (Hybrid) As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!

We're seeking an experienced

Operations Manager to join the team for the 12 to 9 pm shift in our eDreams ODIGEO Accommodation Operations team, based in our Barcelona office. You will coach, lead and support a team of around 8 Operations Specialists to deliver on time high‑quality solutions, handling requests from and to our accommodation suppliers.

What you will do

Take ownership for the capacity planning and management of the team, ensuring adequate coverage at any time. Forecast workload and capacity, identify any coverage gaps in advance and propose solutions to mitigate.

Monitor and report on the team KPIs. Track individual and team performance, give visibility on the achievement of the team’s targets.

Define the request prioritisation and assignment criteria to support the Senior Specialists in the day‑to‑day management of the requests.

Coach the team, through weekly regular 1‑to‑1s, fostering a positive and growth‑oriented work environment, through regular 1‑to‑1s and feedback sessions on quality assessment performed and activity levels.

Plan and prepare regular training sessions.

Manage recruiting and support the Senior Specialists on the onboarding of new team members.

Collaborate with other team leads from Customer Service and Commercial teams for mutual support and coordination in achieving common goals.

Identify pain points by collecting the insights from the Senior Specialists and Specialists to optimise processes aligned with company strategy and drive the implementation of these process improvements to improve team effectiveness.

What you need to succeed:

Bachelor or Master degree in Tourism or business administration.





Minimum experience of > 5 years in Customer / Call Center / Supplier Service Claims in the Hospitality industry; > 3 years in leading teams; > 2 years in a process optimisation role.

Strong analytical skills / data analysis. Working with KPIs and SLAs (following and defining).

Proficient level of English is a must, plus another European language is desirable.

Leadership skills and results oriented, with a track record of leading high‑performing teams.

Salesforce knowledge is a plus.

Proactive problem‑solving mindset, customer‑focused, detail‑oriented, and highly organised.

Passionate about travel and online consumer realms, committed to operational efficiency.

People oriented demonstrating flexibility, active listening and empathy.

Experienced in leading diverse skill sets, fostering continuous learning and knowledge sharing.

Resilient and thrive in high‑pressure situations with adept constant prioritisation.

Preferred Qualifications

Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI‑powered assistants.

Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‑driven solutions into workflows.

AI‑Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.

Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.

Benefits

A rewarding Compensation package. Prime Plus membership, competitive salary and benefits package, including versátil benefits, performance‑based bonuses, birthday day off,



discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.

Continuous learning to fuel your growth and explore new horizons! Learn and grow with free Coursera access, soft‑skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.

Grow opportunities to empower your career, and unleash your potential! Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.

Your well‑being is our priority. Embrace freedom and flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home‑office model focused on outcome, not time‑in‑seat. You'll be able to find the right work‑personal life balance that suits you best.

Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after‑work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.

Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open‑minded teams support high performance, learning, and growth. You'll work in an agile mindset environment with recognition at our core.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.

📌 Accommodation Operations Manager (Madrid)
🏢 Edreams Odigeo
📍 Madrid