Crew Accommodations Operations Manager

Accountabilities:

• • Manage daily crew accommodation operations and service delivery, ensuring performance consistently meets service level agreements, established policies, quality standards, and business objectives.
  • Lead and support operational teams through effective staffing, workforce planning, scheduling, coaching, performance management, and ongoing development.
  • Establish and maintain efficient operational processes, controls, and procedures designed to improve productivity, service quality, consistency, and customer satisfaction.
  • Monitor operational performance, capacity, workload, and resource utilization to identify potential risks, bottlenecks, and opportunities for improvement.
  • Oversee the resolution of operational issues, customer-impacting incidents, and escalations, ensuring timely action and effective communication with relevant stakeholders.
  • Track key performance indicators and operational metrics, using data and insights to identify trends and drive continuous improvement.
  • Partner with cross-functional leaders and internal stakeholders to improve end-to-end service execution and resolve operational challenges.
  • Identify opportunities to streamline workflows, strengthen controls, and improve the overall efficiency and reliability of crew accommodation services.
  • Promote a culture of accountability, collaboration, service excellence, and continuous improvement across the operations team.

  Requirements

  • Proven experience in operations management, customer service operations, travel, hospitality, lodging, accommodations, or a related service-focused environment.
  • Experience leading operational teams, including responsibility for staffing, scheduling, coaching, performance management, and resource planning.
  • Strong understanding of service delivery principles, operational controls, service level agreements, and performance management.
  • Demonstrated ability to analyze operational metrics, identify performance gaps, and implement practical improvements.
  • Strong problem-solving and decision-making skills, with the ability to manage escalations and customer-impacting issues effectively.
  • Excellent organizational and time-management skills, with the ability to prioritize multiple operational requirements in a fast-paced environment.
  • Strong communication and stakeholder-management skills, with the ability to collaborate effectively across teams and levels of seniority.
  • A customer-focused mindset and commitment to delivering consistent, high-quality service.
  • Ability to work independently, take ownership of operational outcomes, and adapt to changing business priorities.
  • Experience working in a global or highly collaborative environment is an advantage.

  Benefits

  • Competitive compensation aligned with experience, qualifications, and market benchmarks.
  • Potential access to additional compensation elements such as bonuses, incentives, variable pay, and company benefits, where applicable.
  • Opportunity to lead and influence operational services within a global, fast-growing organization.
  • Collaborative and inclusive workplace that values diverse perspectives and contributions.
  • Opportunities for professional development, continuous learning, and career progression.
  • Exposure to complex, high-volume operational environments and cross-functional initiatives.
  • Opportunity to drive meaningful improvements in service quality, efficiency, and customer experience.
  • Supportive environment focused on innovation, accountability, and operational excellence.
  • Work arrangements and benefits aligned with local policies and the requirements of the role.
  • Reasonable accommodation may be available throughout the recruitment process where required by applicable law.