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 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.
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.
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
Use data to monitor performance, anticipate risks, and drive continuous improvement
Build a culture of ownership, performance, and continuous improvement, aligned with company growth ambitions
5+ years of experience in Customer Operations, Support, or similar roles in high-growth environments
~Highly data-driven mindset, with the ability to translate insights into action
~ Strong stakeholder management skills and ability to influence across teams
~ 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
High ownership and direct impact on business performance
Additionally, we propose the use of flexible compensation management for diet, transportation, and private health insurance with Cobee.
Hybrid work model: Permanent contract from the start.
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!.

This is your opportunity to shape the future of a dynamic and innovative travel brand on a integral scale.
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 (Cataluña)
🏢 Exoticca international
📍 Cataluña