Assistant Operations Manager

We are recruiting for an experienced Assistant Manager – Programme Change to join a highly respected travel business. This role sits within the Customer Operations team and is responsible for leading a small team managing programme changes and consolidations while ensuring exceptional customer service and protecting commercial outcomes. This is a fantastic opportunity for a customer-focused travel professional with leadership experience who thrives in a fast-paced environment and enjoys resolving complex situations. Key Responsibilities Team Leadership Lead, motivate and develop a small Programme Change team Conduct regular 1:1s, performance reviews and coaching sessions Support recruitment, onboarding and team engagement Operations Oversee workflow of programme changes and consolidations Ensure customer enquiries are handled within agreed SLAs Monitor programme change communications and call performance Handle complex escalations and customer cases Product & Compliance Maintain strong knowledge of travel products and booking conditions Work within Package Travel Regulations Liaise with product teams to identify suitable alternatives for customers Reporting & Analysis Record programme changes and consolidations accurately Produce weekly and monthly operational reports Identify trends and opportunities to improve processes Management Support Deputise for the Programme Change Manager when required Support wider incident management processes About You Previous Team Leader or supervisory experience (ideally within travel) Passion for travel and delivering excellent customer service Strong communication and organisational skills Confident handling customer escalations Good Excel and reporting skills Ability to work calmly and effectively in a fast-paced environment