Accommodation Operations Manager

eDreams

E-Commerce Services

Barcelona, Cataluña - Spanien

Manager / Team Leader

Hybrid

Experteer Overview

As Accommodation Operations Manager in the Accommodations team, you lead a growing group of ~8 Specialists to deliver on-time, high-quality responses to supplier-related requests. You own capacity planning, forecast workload, and drive process improvements aligned with the company’s strategy. You coach and develop your team, partner with cross-functional leads, and actively optimise operations in a fast-paced travel environment. This role combines people leadership with continuous improvement to scale our accommodation operations.

Compensation / Benefits

Prime Plus membership
performance-based bonuses
birthday day off
relocation support
hybrid home-office model
Coursera access

Responsibilities

Own capacity planning and ensure adequate team coverage
Forecast workload, identify coverage gaps, propose mitigations
Monitor and report team KPIs; track performance against targets
Define request prioritisation and assignment criteria to support Senior Specialists
Coach the team through regular 1:1s and feedback on quality and activity
Plan and run regular training sessions; manage recruiting and onboarding of new members
Collaborate with other team leads for mutual support and alignment
Identify pain points from Senior Specialists and optimise processes; drive improvements

Key requirements

>5 years in Customer/Supplier Service Claims in Hospitality
>3 years leading teams
>2 years in a process optimization role
Proficient in English; another European language desirable
Leadership and results-oriented with track record of high-performing teams
Salesforce knowledge a plus
Proactive problem solving, customer-focused, detail-oriented, highly organised
Experience leading diverse skill sets and fostering continuous learning
Resilience in high-pressure environments; prioritisation skills
Passion for travel and online consumer domains

leadership communication proactive problem solving customer-focused empathy Salesforce

Description

As Accommodation Operations Manager in the Accommodations team, you lead a growing group of ~8 Specialists to deliver on-time, high-quality …

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