Operations Team Lead

We’re looking for an Ops Team Lead 

We’re looking for an experienced and dynamic Ops Team Lead to manage a team of Ops Executives and Interns, ensuring seamless, delightful delivery of our customers' trips. In this role, you’ll lead the day-to-day processes and management of the Ops team while driving improvements, fostering team development, and ensuring an exceptional level of service. You’ll play a key role in ensuring trip delivery, resolving operational issues, and working cross-functionally to streamline processes and improve efficiency. You’ll also coach and mentor your team to ensure their ongoing growth and development.

We help holidaymakers love their journeys

We're not just another travel company – at Byway, we're pioneering 100% flight-free holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream. Since our inception in March 2020, we've booked 7,000 travellers onto unforgettable holidays, with 95% five-star reviews. We’re growing 2x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

Your Key Responsibilities

• Manage and coach a team of Operations Executives and Interns, ensuring they are equipped to meet service-level agreements (SLAs) with a high standard of efficiency and accuracy.

• Plan and schedule effective rotas and resource allocation to ensure all trips and Byway internal processes run efficiently, especially during busy periods.

• Oversee trip logistics, resourcing, and pipeline throughput, including the management and timely production of key documents such as Journey Guides.

• Introduce and maintain just the right checks and balances to mitigate financial and customer experience risks as we scale while preserving team agility and agency.

• Identify areas for enhancement in our systems, and work closely with product, tech, and the Travel Experience team to implement effective new processes or tools.

• Help your team swiftly and accurately resolve any issues before, during, or after trips to ensure customer delight.

• Cultivate a Positive Team Culture: promote open communication, share knowledge, and support continuous professional growth within the team.

What We’re Looking For

• Leadership experience in an operations setting, with a track record of coaching, mentoring and developing team members. 

• Proven ability to juggle multiple tasks while keeping a high-quality standard and meticulous attention to detail.

• Experience in quickly and effectively tackling operational challenges as they come up.

• Exceptional organisational skills to ensure all logistics, rotas and customer needs are managed with care.

• Experience working with various teams, such as product, tech and the Travel Experience team to streamline processes and improve workflows.

• Strong communication skills and a collaborative mindset that helps build a cohesive and high-performing team.

• Good analytical skills with an ability to interpret and extract meaning from datasets, and advance and interrogate numerical arguments.

What Would Be Great (But Isn’t Required)

• Familiarity with the travel sector, especially in areas like sustainability or flight-free travel, would be a plus.

What we offer

• £31,000-£34,000  p.a. depending on experience

• Company ownership through equity

• Remote-first, flexible working:

  • 20 days wherever: work when you like and where you like for most of the month - we’ll fund a day a week in a coworking space

  • 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine!)

• One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends

• An annual autumn Away Afternoon and optional Weekend Away in spring