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 o

📌 B Operations Manager (Madrid)
🏢 Exoticca
📍 Madrid