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Travel Operations Manager | Remote | Luxury Travel Leadership at Fresh Prints. . Location: India (Remote). About Frontier. . Frontier.  is a subsidiary of . Fresh Prints. . Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it . Frontier. .. . At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through assessments and interviews and aim to get you an interview for a full-time job within the month. . . Think of us as your personal talent agent — and good luck with the application!.  😊. . Please note: To ensure we find the best technical fit, our process begins with a practical skills assessment prior to interviews.. . About Ascend. . Ascend helps founders, investors, and executives book international business and first-class flights at unbeatable rates—often 30–80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.. . We've grown from 12 to 66 people in just over a year, backed by . Bessemer Venture Partners. , and have 5x’d our revenue year-over-year. We’re currently at . $22M+ ARR. and growing fast. Our mission is to . democratize premium travel. and make first class accessible to those shaping the world.. . Our clients—founders, investors, and executives from venture capital, family offices, private equity, and beyond—expect exceptional service delivered with speed, accuracy, and sophistication.. . The Role. . We're looking for an . experienced luxury service leader. who wants to build world-class operations and scale their impact in a fast-growing company.. . You’ll own shift-level operations across four core functions: . Client Service, Ticketing, Trip Fulfillment, and Process Management.. You’ll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.. . What You’ll Do. . Lead and Develop Your Team. . . . Manage 3–4 Team Leads across all concierge functions.. . . . Provide daily coaching, feedback, and support to develop their judgment and leadership.. . . . Build a culture where ownership, precision, and empathy are balanced with speed and quality.. . . . Conduct regular reviews to support team member growth and performance.. . . . Own Shift Operations. . . . Direct all client-facing operations during your shift with real-time decision-making.. . . . Allocate resources, manage escalations, and resolve complex issues with calm confidence.. . . . Ensure seamless handovers between shifts—nothing falls through the cracks.. . . . Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.. . . . Deliver Exceptional Client Experiences. . . . Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up.. . . . Personally handle VIP clients and high-complexity situations requiring senior judgment.. . . . Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.. . . . Turn service recovery moments into opportunities that strengthen client relationships.. . . . Drive Process Excellence. . . . Submit at least two documented process improvements per month that increase efficiency or quality.. . . . Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically.. . . . Partner with Process Management and other teams to streamline workflows.. . . . Use data to make decisions, validate improvements, and track impact.. . . . Collaborate Across Ascend. . . . Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.. . . . Represent the voice of both clients and your team in strategic discussions.. . . . Contribute insights that shape how we grow globally while maintaining service quality.. . . . What You Bring. . Must Have. . . . 4+ years in luxury travel, hospitality, or high-touch service operations.. . . . 2+ years in a leadership or management role—you’ve coached teams, not just managed tasks.. . . . Strong Sabre. proficiency . —comfortable with fare rules, complex routing, and ticketing.. . . . Data-driven approach—you use metrics to spot trends and improve performance.. . . . Excellent written and verbal communication—you can coach with clarity and write polished client messages.. . . . Calm under pressure—when everything hits at once, you’re the steady presence.. . . . Nice to Have. . . . Experience with international business/first-class bookings or award travel programs.. . . . Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms.. . . . Track record of building or improving operational processes, SOPs, or training programs.. . . . Experience managing remote, global teams.. . . . Background in luxury hospitality brands (hotels, premium concierge services).. . . . You don’t need to check every box—if you have ~80% of the skills and the drive to learn, we want to hear from you.. . What Makes You Stand Out. . . . You’ve turned around an underperforming team or operation (and can show the metrics).. . . . You’re known as the manager people want to work for because you make them better.. . . . You have a reputation for spotting issues before they become problems.. . . . You think in systems but lead with empathy—process without people is just bureaucracy.. . . . You’re comfortable being hands-on when needed while developing others to take ownership.. . . . Why Ascend. . Clear Growth Path. . Your progression: . Concierge Manager → Senior Concierge Manager → Associate Director → Director. .. We promote from within based on demonstrated performance and impact, not politics or tenure.. . Build, Don’t Just Maintain. . We’re implementing our concierge framework and career systems right now.. You’re not inheriting a rigid legacy system—you’re helping shape how FlyFlat’s operations scale globally.. . Real Support. . . . We hire proficient people—you won’t be carrying underperformers.. . . . Regular reviews with clear metrics and feedback.. . . . Head of People who understands operations and partners with you.. . . . Process Management team dedicated to making your job easier.. . . . Work-Life Balance. . . . Predictable scheduling—you’ll know your shift in advance.. . . . Proper handovers—the next manager gets everything they need.. . . . Global team—talented colleagues across continents.. . . . Merit-based performance incentives.. . . . Learn While You Lead. . . . Advanced travel optimization strategies used by elite professionals.. . . . Lead global teams with shared metrics and real-time decision-making.. . . . Collaborate cross-functionally with Product, Engineering, and Operations.. . . . Gain operational leadership experience at a venture-backed company growing 5x year-over-year.. . . . What Success Looks Like. . First 90 Days:. . . . Learn systems and tools (Sabre, Asana, Periskope, booking platforms).. . . . Lead shifts independently with 95%+ SLA adherence.. . . . Begin coaching Team Leads effectively.. . . . Identify your first improvement opportunities.. . . . Within 6–12 Months:. . . . Consistently deliver 95%+ SLA and 98%+ accuracy.. . . . Achieve strong team sentiment scores (8/10+).. . . . Lead at least one initiative that measurably improves client satisfaction or efficiency.. . . . Build strong relationships with frequent travelers.. . . . Our Values. . . . Customer Obsession:. We win when our customers win.. . . . Urgency with Impact:. Clients expect answers in minutes, not hours.. . . . Radical Candor:. Honest, direct, respectful feedback builds trust.. . . . Ownership:. If something breaks, we fix it.. . . . Relentless Excellence:. Good enough is never enough.. .