Head of Operations in London, Greater London

Head of Operations, Luxury Tour Operator and DMC, Remote, £55-60k.

Are you an experienced luxury travel operations leader with a passion for delivering exceptional tailor-made travel experiences? We're looking for a Head of Operations to take overall responsibility for the operational delivery, performance and development of a specialist luxury travel business operating across the Middle East and North Africa (MENA) region.

This is a senior leadership position combining team management, complex itinerary oversight, supplier relationships, commercial responsibility and operational strategy. You'll lead the Operations function, develop its people and processes, and ensure every journey is delivered to the highest possible standard.

The Role

You'll take ownership of the Operations department, with responsibility for:

• Leading, managing and developing the Operations team, setting clear objectives and ensuring workloads, resources and performance are effectively managed.
• Recruiting, onboarding and training new team members while identifying future staffing and development requirements.
• Developing and improving operational systems, procedures and processes to support efficiency, consistency and business growth.
• Taking overall responsibility for the quality and delivery of complex, high-end tailor-made itineraries across multiple destinations.
• Overseeing high-profile and VIP travel arrangements, including private delegations, multi-country journeys and high-security itineraries.
• Managing and developing the destination guide network, including recruitment, training, quality control and performance management.
• Building strong relationships with key suppliers and operational partners, negotiating commercial terms and ensuring consistently high service standards.
• Monitoring supplier performance, operational costs and booking profitability, working closely with Sales and Finance to protect margins.
• Acting as the senior escalation point for complex client issues, complaints and operational challenges.
• Leading the response to major disruptions, emergencies and critical incidents, ensuring effective communication and swift resolution.
• Working collaboratively with Sales, Finance and senior management to improve the overall client journey and operational performance.

About You

You'll be an established luxury travel operations professional with:

• At least 5 years' experience in luxury or adventure travel (either a tour operator of Destination Management Company)
• Strong knowledge and experience of the MENA region would be a distinct advantage.
• A minimum of 2 years' experience managing an Operations team, with responsibility for people, performance and workload.
• Extensive experience managing complex, high-end tailor-made travel programmes and multi-destination itineraries.
• Strong knowledge of destination suppliers, guides and operational networks across the region.
• Proven experience developing operational procedures, systems and processes to improve efficiency and service delivery.
• Strong commercial awareness, including supplier negotiations, cost management and protecting booking profitability.
• Excellent organisational skills and exceptional attention to detail.
• The ability to manage multiple complex bookings while maintaining oversight of the wider operation.
• Excellent problem-solving skills and the confidence to make decisions under pressure.
• Experience managing VIP clients, luxury travel advisors and senior supplier relationships.
• A supportive but accountable leadership style, with a genuine passion for developing and motivating people.
• Excellent written and spoken English.

The Opportunity

This is an exciting opportunity to take a senior leadership position within a specialist luxury travel business, shaping the future of its Operations function as the business continues to grow across the MENA region.

You'll have the autonomy to develop the team, strengthen supplier partnerships, improve operational processes and ensure the highest standards of delivery for some of the most discerning travellers.