Travel Operations Manager | Remote | Luxury Travel Leadership

About Frontier Frontier is a subsidiary of Fresh Prints . Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier . At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through assessments and interviews and aim to get you an interview for a full-time job within the month. Think of us as your personal talent agent — and good luck with the application! Please note: To ensure we find the best technical fit, our process begins with a practical skills assessment prior to interviews. About Ascend Ascend helps founders, investors, and executives book international business and first-class flights at unbeatable rates—often 30–80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless. We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners , and have 5x’d our revenue year-over-year. We’re currently at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world. Our clients—founders, investors, and executives from venture capital, family offices, private equity, and beyond—expect exceptional service delivered with speed, accuracy, and sophistication. The Role We're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company. You’ll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You’ll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable. What You’ll Do Lead and Develop Your Team • Manage 3–4 Team Leads across all concierge functions. • Provide daily coaching, feedback, and support to develop their judgment and leadership. • Build a culture where ownership, precision, and empathy are balanced with speed and quality. • Conduct regular reviews to support team member growth and performance. Own Shift Operations • Direct all client-facing operations during your shift with real-time decision-making. • Allocate resources, manage escalations, and resolve complex issues with calm confidence. • Ensure seamless handovers between shifts—nothing falls through the cracks. • Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management. Deliver Exceptional Client Experiences • Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up. • Personally handle VIP clients and high-complexity situations requiring senior judgment. • Ensure clients receive timely updates, proactive solutions, and service exceeding expectations. • Turn service recovery moments into opportunities that strengthen client relationships. Drive Process Excellence • Submit at least two documented process improvements per month that increase efficiency or quality. • Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically. • Partner with Process Management and other teams to streamline workflows. • Use data to make decisions, validate improvements, and track impact. Collaborate Across Ascend • Work closely with Pr