Job Overview
Location
London, Oregon, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
February 27, 2026
Full Job Description
📋 Description
- • As the Senior Operations Manager – Customer Incidents at loveholidays, you will be at the forefront of safeguarding our customers and brand reputation during critical travel disruptions. This pivotal role reports directly to the Head of Customer Operations and is responsible for leading our strategic and operational response to high-impact events such as flight cancellations, extreme weather phenomena, partner failures, and geopolitical incidents. Your primary objective will be to ensure the integrity of the end-to-end customer journey and to protect the esteemed loveholidays brand from adverse effects.
- • You will take ownership of the operational response during all incidents and crises, making decisive, time-sensitive decisions that artfully balance commercial imperatives with genuine empathy and an unwavering customer-first philosophy. This will involve extensive cross-functional collaboration with departments including Commercial, Supply, Product, Communications, Health & Safety, and Legal. Furthermore, you will engage externally with crucial partners such as airlines, hoteliers, and other service providers to ensure a unified, proactive, and effective response.
- • A key responsibility will be the development, maintenance, and continuous refinement of comprehensive incident management playbooks. You will embed a robust culture of preparedness, accountability, and proactive improvement throughout the organization. By leveraging data and insights gleaned from past events, you will drive significant operational enhancements, proactively mitigate risks, and strengthen long-term customer trust and loyalty.
- • This role demands exceptional operational leadership, outstanding communication skills, and the confidence to effectively challenge senior stakeholders when customer outcomes or the company's reputation are at stake. You will be empowered to make critical decisions and influence strategic direction during challenging periods.
- • Your day-to-day responsibilities will encompass leading the end-to-end management of customer-facing travel disruptions, including but not limited to cancellations, significant delays, adverse weather events, and industrial action. You will be empowered to make time-sensitive, customer-focused decisions that may extend beyond standard policy, utilizing data insights to rigorously support and justify your actions.
- • You will serve as the primary operational lead during real-time crises, providing critical guidance and support for customer communication strategies while meticulously coordinating cross-functional responses across departments such as Operations, Communications, Commercial, Legal, and Safety. This ensures a cohesive and swift reaction to unfolding events.
- • You will own and regularly update crisis and incident management playbooks, ensuring that clear escalation paths, precisely defined roles and responsibilities, and comprehensive training are in place for all relevant teams. This proactive approach ensures readiness and alignment on response protocols well in advance of any potential disruptions.
- • A significant aspect of your role will involve close collaboration with commercial teams and key supply partners, including airlines, hotels, and transport providers. Your focus will be on resolving incidents efficiently, managing escalations effectively, and enhancing partner performance specifically within service recovery scenarios.
- • You will confidently challenge and influence senior-level decisions during operational crises, acting as a steadfast advocate to ensure that customer welfare and reputational integrity remain the paramount priorities. Your ability to articulate risks and propose solutions will be crucial.
- • You will partner closely with internal teams to guarantee aligned and consistent messaging and service recovery strategies during high-impact events. As a dedicated brand guardian, you will ensure that customer outcomes consistently align with the core values of loveholidays.
- • Through meticulous analysis of incident data, customer feedback, and operational performance metrics, you will drive continuous improvement and operational efficiency. Your efforts will focus on reducing disruption risk and enhancing overall customer satisfaction by identifying root causes and implementing sustainable improvements in collaboration with both internal and external partners.
- • This role is hybrid, based in our Hammersmith, London office, requiring 2-3 days per week in the office. Due to the critical nature of incident response, some out-of-hours work will be necessary.
🎯 Requirements
- • Demonstrable experience in handling large-scale customer incidents with high commercial and reputational stakes within customer operations, service delivery, or crisis response, preferably in a fast-paced travel, airline, or hospitality environment.
- • Strong crisis management and real-time decision-making capabilities, with the ability to remain calm and effective under pressure while managing multiple critical issues simultaneously.
- • Exceptional collaboration and stakeholder engagement skills, with the ability to build strong relationships and influence across diverse departments and partner networks.
- • Clear and empathetic communicator with strong written and verbal skills, capable of conveying complex information concisely and persuasively to various audiences.
- • Data-driven approach to problem-solving, with the ability to analyze complex situations, identify root causes, and justify decisions with supporting evidence.
- • Experience designing, implementing, and maintaining incident management frameworks or playbooks, ensuring operational readiness and clear protocols.
🏖️ Benefits
- • Company pension contributions at 5% to support your long-term financial well-being.
- • Individualised training budget to foster continuous learning and professional development, allowing you to level up your skills on the job.
- • Discounted holidays for you, your family, and friends, enabling you to experience the joy of travel at a reduced cost.
- • Generous annual leave entitlement of 25 days, plus 8 public holidays, which increases by 1 day for every second year of service, up to a maximum of 30 days per annum.
- • Enhanced maternity and paternity leave policies to support you during significant life events.
- • Access to a Cycle to Work scheme, season ticket loan, and eye care vouchers to support your commute and well-being.
Skills & Technologies
Senior
Hybrid
About Loveholidays.com Ltd
Loveholidays.com Ltd is a UK-based online travel agency offering package holidays, flights, and accommodation. It operates a digital platform that aggregates and sells travel products from airlines, hotel chains, and tour operators to consumers across Europe. The company focuses on flexible booking options and competitive pricing.
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