General Manager- Tourism Tech

Core Responsibilities

1. Operations Management

• Oversee day-to-day operations of the platform (bookings, customer journeys, supplier coordination).
• Ensure smooth functioning of travel services (hotels, tours, transport integrations).
• Monitor service quality and resolve operational bottlenecks.

2. Strategy & Growth

• Develop and execute operational strategies aligned with company goals.
• Identify new markets, partnerships, and revenue streams.
• Optimize pricing, inventory, and distribution channels.

3. Technology & Product Collaboration

• Work closely with product and engineering teams to improve the platform.
• Translate operational needs into tech features (automation, UX improvements).
• Oversee implementation of tools like booking engines, CRM systems, and analytics dashboards.

4. Supplier & Partner Management

• Build relationships with hotels, tour operators, and travel vendors.
• Negotiate contracts, pricing, and service-level agreements.
• Ensure partners meet quality and performance standards.

5. Customer Experience

• Own the end-to-end customer journey (from booking to post-trip support).
• Improve satisfaction, retention, and reviews.
• Handle escalations and service recovery.

6. Team Leadership

• Lead cross-functional teams (operations, customer support, partnerships).
• Set KPIs, manage performance, and hire/train staff.
• Foster a culture of efficiency and innovation.

7. Data & Performance Tracking

• Analyze KPIs like conversion rates, booking volume, CAC, retention.
• Use data to optimize operations and drive decisions.
• Prepare reports for leadership.

8. Financial Oversight

• Manage budgets, operational costs, and margins.
• Forecast demand and revenue.
• Ensure profitability of operations.

Required Skills

• Strong operational and process management
• Understanding of travel industry (OTA, tours, hospitality)
• Tech-savvy (familiarity with SaaS tools, APIs, booking systems)
• Data analysis and KPI tracking
• Leadership and people management
• Problem-solving and decision-making under pressure

Typical Qualifications

• Bachelor's degree in Business, Hospitality, Tourism, or related field
• MBA is often preferred
• 7–12+ years experience in:
  • Travel/tourism
  • Tech platforms (especially marketplaces or OTAs)
  • Operations or general management roles