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Head of Travel Operations (Hands-On) | High-Growth Travel Tech | Dubai / MENA
Build, run, and scale the operational engine behind a rapidly growing travel platform across the Middle East.
The Reality of the Role (Read This First)
This is not a traditional Head of Operations role.
You won’t inherit a fully built team or layered structure.
You’ll be stepping into a lean, fast-scaling environment where:
- The team is still junior and evolving
- Processes are still being built
- Problems need to be solved in real time, hands-on
We are specifically looking for someone who:
- Still uses systems themselves (daily)
- Is comfortable handling escalations directly
- Gets energy from figuring things out, not delegating them
If your recent experience has been primarily managing managers or operating at a purely strategic level, this role is not the right fit.
What You’ll Actually Be Doing
This role is about execution first, leadership second.
- Run Day-to-Day Operations: Stay close to the work — managing bookings, resolving issues, and supporting the team directly when needed
- Handle Complex Travel Issues: Personally step into escalations (flight changes, refunds, disruptions) using tools like Amadeus
- Work Inside the Systems: Actively use platforms such as Irix and Freshdesk — not just oversee them
- Build Processes from Scratch: Identify what’s broken and implement practical solutions quickly (not theoretical frameworks)
- Support & Uplift a Junior Team: Provide hands-on guidance, coaching by doing, and stepping in when needed
- Own Supplier & Booking Flows: Stay close to airline, hotel, and OTA workflows — including pricing, availability, and booking integrity
- Fix Problems in Real Time: Whether it’s a system issue, supplier failure, or operational bottleneck — you take ownership and resolve it
What We’re Really Looking For
Non-Negotiables
- Arabic + English fluency — essential for operating across the region
- Deep hands-on experience with Amadeus (recent, not historic)
- Experience with Irix and/or similar mid-office travel systems
- Strong working knowledge of Freshdesk or equivalent support tools
- Background in an OTA, travel agency, or airline environment
- Proven track record of personally executing operational work, not just managing teams
Critical Profile Traits (This Matters More Than Title)
We are prioritising operating style over seniority.
The right person will:
- Still be hands-on in their current role
- Have built or fixed operations themselves
- Be comfortable with ambiguity and lack of structure
- Prefer doing over delegating
- Have worked in fast-moving or scaling environments
You May Not Be a Fit If…
- You primarily manage through layers of team leads or managers
- You haven’t used tools like Amadeus or booking systems yourself in recent years
- You prefer strategy, transformation, or oversight over execution
- You rely on established structure rather than creating it yourself
Context & Environment
- High-growth travel platform operating across MENA / GCC
- Backed by a wider digital ecosystem
- Rapid expansion across markets and services
- Lean, execution-focused culture
This is a role where:
- Things won’t always be defined
- You will need to step in and solve problems directly
- Your impact will be immediate and visible
Logistics
- Location: Dubai (hybrid) or remote within region
- Travel: Monthly travel to Iraq required (subject to safety conditions)
Why This Role Is Different
This is an opportunity to:
- Build operations, not inherit them
- Work at the core of a scaling travel business
- Have real ownership over how things run day-to-day
