Senior Operations Manager - Customer Incident

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.

Reporting to the Head of Customer Operations, the Senior Operations Manager – Customer Incidents leads our response to high-impact disruptions (e.g. flight cancellations, extreme weather, partner failures, geopolitical events), safeguarding the end-to-end customer journey and protecting the loveholidays brand.

• You’ll own the operational response during incidents and crises, making critical decisions that balance commercial outcomes with empathy and customer-first thinking. Working cross-functionally with Commercial, Supply, Product, Communications, Health & Safety and Legal, as well as externally with airlines, hoteliers and other partners, you’ll ensure aligned, proactive responses.

• You’ll develop and maintain incident management playbooks, embedding a culture of preparedness, accountability and continuous improvement. Using data and insight from past events, you’ll drive operational enhancements, reduce risk and strengthen long-term customer trust.

• This role requires strong operational leadership, exceptional communication skills and the confidence to challenge senior stakeholders when customer outcomes or reputational risk are at stake.

Hybrid role based in Hammersmith, London (2–3 days per week). Some out-of-hours work required due to the nature of incident response.

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  Demonstrable experience in handling large-scale customer incidents with high commercial and reputational stakes within customer operations, service delivery, or crisis response - preferably in a fast-paced travel, airline or hospitality environment

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  Strong crisis management and real-time decision-making capabilities

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  Ability to work calmly under pressure, managing multiple critical issues simultaneously

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  High attention to detail, accuracy, and follow-through, even in high-stress situations

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  Clear and empathetic communicator with strong written and verbal skills

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  Skilled at influencing and challenging senior leaders when necessary for customer advocacy

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  Exceptional collaboration and stakeholder engagement skills across departments and partner networks

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  Data-driven approach to problem-solving, with the ability to analyse complex situations and justify decisions with supporting evidence

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  Experience designing and maintaining incident management frameworks or playbooks

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  Track record of leading cross-functional improvement initiatives and enhancing customer outcomes

• Knowledge of Regulatory and Compliance Frameworks in Travel - understanding of key frameworks such as ATOL, EC261/UK261, and other customer protection laws

• Background in Airline, OTA, or Tour Operator Environments - prior experience in companies where operational resilience and real-time incident handling are key business drivers

• Formal Crisis Management Training or Certification

1. Meeting with a member of the Talent team - 30 mins

2. Interview with the Hiring Manager and one other stakeholder - 45 mins Interview

3. Final Stage the hiring Manager & CX Director with a task to present - 60 mins Interview Final