Sienna Charles
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Operations Manager
role at
Sienna Charles
We're seeking an Operations Manager to own the day-to-day operational excellence of our luxury travel business. This is a hands‑on role that combines process improvement, quality management, customer success, and systems administration. You'll be the operational backbone that enables our Travel Team to focus on delivering exceptional client experiences.
Key Responsibilities
Process Management & Documentation (25%) – Write, edit, and maintain SOPs for all trip‑related processes and document lessons learned.
Systems & Automation (20%) – Administer Monday.com, Zendesk, Google Workspace, and create automations and integrations that reduce manual data entry.
Quality Assurance & Compliance (20%) – QA on all client communications, manage client issue audits, and develop quality metrics.
Customer Success & Renewals (15%) – Track trip progress, proactively communicate with clients, and handle renewal workflows.
Onboarding & Training (10%) – Manage client onboarding, train new team members, and maintain training materials.
Capacity Planning & Reporting (10%) – Monitor workload, generate operational reports, and provide actionable insights.
Who You Are
3+ years in operations, customer success, or business operations (travel or hospitality preferred).
Strong organizational skills and ability to manage multiple processes simultaneously.
System proficiency – comfortable learning and configuring Monday.com, Zendesk, and Google Workspace.
Attention to detail – client‑facing work requires precision.
Excellent written communication and problem‑solving skills.
Initiative – identify tasks and complete them without being asked.
Nice‑to‑Have
Experience with travel, hospitality, or luxury brands.
Experience in Zendesk, Monday.com, or similar CRMs/workflow tools.
Basic knowledge of macros or automation principles.
Customer success or retention experience; data analysis or reporting skills.
Soft Skills
Proactive and detail‑oriented.
Collaborative, flexible, curious, and calm under pressure.
Salary and Benefits Salary: $70,000 – $85,000/year (based on experience)
401(k) with employer match (if eligible)
Remote‑friendly distributed team
Quarterly team events and recognition
Performance bonus based on operational metrics
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Hospitality
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Operations Manager
role at
Sienna Charles
We're seeking an Operations Manager to own the day-to-day operational excellence of our luxury travel business. This is a hands‑on role that combines process improvement, quality management, customer success, and systems administration. You'll be the operational backbone that enables our Travel Team to focus on delivering exceptional client experiences.
Key Responsibilities
Process Management & Documentation (25%) – Write, edit, and maintain SOPs for all trip‑related processes and document lessons learned.
Systems & Automation (20%) – Administer Monday.com, Zendesk, Google Workspace, and create automations and integrations that reduce manual data entry.
Quality Assurance & Compliance (20%) – QA on all client communications, manage client issue audits, and develop quality metrics.
Customer Success & Renewals (15%) – Track trip progress, proactively communicate with clients, and handle renewal workflows.
Onboarding & Training (10%) – Manage client onboarding, train new team members, and maintain training materials.
Capacity Planning & Reporting (10%) – Monitor workload, generate operational reports, and provide actionable insights.
Who You Are
3+ years in operations, customer success, or business operations (travel or hospitality preferred).
Strong organizational skills and ability to manage multiple processes simultaneously.
System proficiency – comfortable learning and configuring Monday.com, Zendesk, and Google Workspace.
Attention to detail – client‑facing work requires precision.
Excellent written communication and problem‑solving skills.
Initiative – identify tasks and complete them without being asked.
Nice‑to‑Have
Experience with travel, hospitality, or luxury brands.
Experience in Zendesk, Monday.com, or similar CRMs/workflow tools.
Basic knowledge of macros or automation principles.
Customer success or retention experience; data analysis or reporting skills.
Soft Skills
Proactive and detail‑oriented.
Collaborative, flexible, curious, and calm under pressure.
Salary and Benefits Salary: $70,000 – $85,000/year (based on experience)
401(k) with employer match (if eligible)
Remote‑friendly distributed team
Quarterly team events and recognition
Performance bonus based on operational metrics
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Hospitality
#J-18808-Ljbffr