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

Requirements

- 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

Benefits

- Competitive compensation package in line with job responsibilities and experience.

- Additionally, we propose the use of adaptable 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 global scale.

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, ma

📌 B Operations Manager (Cataluña)
🏢 Exoticca international
📍 Cataluña