Operations and Support Manager

Company Description

Mondarine is a human-oriented travel tech group of global brands based in Tel Aviv. We challenge conventional travel and better how people discover the world by redefining how travel packages are built and delivered - seamless, flexible, and fully connected.

Role Description

We are looking for a Customer Experience & Operations Manager to lead and rebuild our operations in the Middle East while ensuring smooth day-to-day performance.

This is a hands-on leadership role for someone who thrives in complex environments, can manage large teams, and is excited to improve processes, service quality, and customer satisfaction after a period of operational change.

Responsibilities

• Lead, manage, and support a large operations and customer experience team
• Rebuild, optimize, and scale operations across the Middle East region
• Ensure smooth daily operations while driving continuous improvement
• Improve workflows, tools, and service quality to enhance customer experience
• Monitor performance, define KPIs, and implement best practices
• Collaborate with product, tech, and commercial teams to improve service delivery
• Act as an escalation point for complex customer and operational issues

Qualifications

• Minimum 5 years of operational experience
• Minimum 5 years of people management experience
• Experience in travel, hospitality, or tourism — professional or personal — is a strong plus
• Full professional proficiency in English is required (additional languages are a plus)
• Strong attention to detail and organizational skills
• Highly customer-oriented mindset
• Ability to work hands-on while managing strategically in a fast-paced environment