VIP Regulatory 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 VIP Regulatory Operations Manager to join our VIP Communications team in Barcelona (hybrid) to lead and optimise our global Regulatory Operations unit. Reporting directly to the Head of VIP Communications, you will operate as a hybrid leader, combining direct managerial oversight of 3 Team Leads with high-impact individual contributor responsibilities. If you're ready to soar, we're ready to take you there.

Join the world's leading travel subscription platformWe pioneered Prime, the first and world's leading travel subscription programme since launching in 2017.
Millions of Prime members every year across multiple markets.5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine LiligoThis entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.

Diversity is our strength that's why our eDOers are coming from different nationalities from all continents – 99% permanent contractsPrime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits.

What you will do:

The Role's

Key Responsibilities
and TasksAs an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the general company project and its customers.



As a VIP Regulatory Operations Manager in the VIP Communications team you will be in charge of: Role mission: Lead and optimise the global VIP Regulatory Operations unit, ensuring compliant, efficient, and legally aligned resolution of customer disputes, data protection matters, and regulatory agency escalations across all active markets, protecting brand reputation and mitigating legal risk.

Operational management & Coaching: Direct, coach, and manage 3 Team Leads and their teams. Drive operational excellence, ensure SLA compliance, top-tier performance, and quality control across all regulatory and dispute streams, maintaining the 360o VoC to elevate customer experience.

High-risk case escalation & Risk mitigation: Personally supervise, review, and authorise complex, high-stakes regulatory responses, communication materials, consumer protection/data privacy proceedings, and consumer court file preparations. Proactively monitor regulatory dispute patterns to identify emerging legal and reputational risks. AI Transformation & Project execution: Lead and coordinate specialised regulatory initiatives as an individual contributor, ensuring workflows are AI-driven, automated, and continuously optimized for maximum operational efficiency.

Legal & External affairs teams liaison: Act as the primary operational link between VIP Communications, internal Legal teams, External Affairs, regional regulatory bodies,



and government authorities within the consumer dispute resolution framework.

Reporting & Performance: Track key operational metrics, measure resolution efficiency, and report regulatory incident metrics and actionable risk insights directly to the Head of VIP Communications to support continuous business process improvement.

What do you need to succeed: Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed: Proven experience leading and managing operational or customer support teams in high-volume, fast-paced environments (ideally 3+ years managing Team Leads or multidisciplinary teams).
Bachelor's Degree in Law (LL.
B.) or equivalent legal qualification (highly valued, but not strictly required).
Demonstrated experience in the online travel industry, e-commerce, or subscription-based platforms.

Strong background in Regulatory Operations, Data Privacy, and High-Risk Customer Dispute Resolution.

In-depth familiarity with international consumer protection frameworks, GDPR/Data Privacy regulations, and dispute resolution boards across European and global markets.

Demonstrated track record of managing relationships with external regulatory bodies, consumer protection agencies, and internal Legal/External Affairs teams. Hands-on experience leading operational transformation projects, specifically leveraging AI tools, automation, and tech-driven process optimisation.

Exceptional analytical and critical thinking skills with the ability to translate complex regulatory data and metrics into strategic risk insights.

Proven crisis management skills with sound judgment when supervising hig

📌 VIP Regulatory Operations Manager (Barcelona)
🏢 Edreams
📍 Barcelona