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Business Operations - General Manager - CST Travel

Job Overview

We are looking for a highly accomplished, execution-focused General Manager — Travel Business Operations to lead end-to-end service operations, team performance, vendor ecosystems, and process delivery across Paytm’s Travel vertical (Flights, Bus, Hotels).

Key points

  1. Core Service Operations & SLA Governance.

  2. End-to-End Operational Execution: Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction, and service continuity.

  3. Set, monitor, and enforce strict operational KPIs and service delivery SLAs (TAT, FCR, Quality Scores, CSAT/NPS) across all customer touchpoints.

  4. Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI in line with the Annual Operating Plan (AOP).

  5. Graduate/Post-Graduate degree in Operations Management, Business Administration (MBA preferred), or related fields.

  6. Proven track record of directly and indirectly managing large, multi-tiered operations teams (100+ span of control) and vendor networks.

  7. Deep expertise in vendor management, SLA enforcement, workforce forecasting, and operational turnaround management.

  8. Outstanding communication and leadership skills, with demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.

Skills

Stakeholder ManagementForecastingCommunication

Experience: Senior-level · 10–14 years · Job type: Full-time