Senior Manager - Travel & Ops Bangalore (On-Site)
About CREW:
CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. Instead of leaving customers to stitch together flights, hotels, visas and on-ground logistics across five different apps, CREW brings it all into one place - backed by real people, powered by AI.
What sets CREW apart:
● Member-only hotel rates: Negotiated prices on domestic and international stays
● 24×7 on-trip assistance: A concierge that stays live from planning to landing
● Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination
● One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip
By combining human expertise with seamless service delivery, CREW lets customers focus on the reason they're traveling - work, family or leisure - while we handle the details before, during and after the trip.
About the Role:
We are looking for a dynamic and execution-focused Senior Manager – Travel & Ops who will lead the Travel Desk: The team of Team Leads and Crew Captains who plan, book and coordinate every trip CREW delivers. This is a delivery-side ops role. Your job is that the trip we promised is the trip the customer actually gets - every time, at premium standards. CREW is early, and much of how the Travel Desk works is still being written.
We'd like you to write our next growth chapter:
The SOPs, the escalation ladder, the quality bar, the shift model, the way work moves between our AI concierge and our Captains. You'll carry GMV and conversion targets, but you'll hit them by building a delivery engine that's consistent and fast. We're looking for someone from a genuine travel background - OTA, travel agency, DMC, or premium concierge - who has planned trips themselves and knows what actually breaks on the ground. You'll be leading Team Leads, holding vendors to a standard, and driving operational excellence in a fast-moving, customer-facing environment. The ideal candidate has a strong ops mindset, a bias for action, and high ownership - someone who thrives in ambiguity and gets things done without waiting for perfect clarity.
Key Responsibilities:
● Ops excellence: Own trip delivery end to end - coordination with hotels, DMCs, transport partners and on-ground vendors so bookings, changes and cancellations land correctly.
● Team and performance: Lead Team Leads and Crew Captains against GMV, conversion and NPS targets.
● Team reviews: Run the review cadence that makes performance visible at TL and Captain level, and coach against it.
● Playbook: Build and continuously refine SOPs across hotels, flights, visa documentation, forex, cabs and insurance, so service quality doesn't depend on who happened to pick up the mission.
● Floor Ops: Own the shifts, task distribution and load balancing, so the desk is genuinely staffed when customers are traveling - nights, weekends and peak season included.
● Escalations: Be the final internal escalation point for the desk - resolve on-ground issues in the moment, then close the loop so the same failure doesn't recur next week.
● Automation and AI-assisted ops: Find the manual work worth removing, specify it, and partner with product and engineering to ship it. Comfort working alongside AI tooling is not optional in this role.
● Travel craft: Set the creative bar for itineraries and recommendations - the destination knowledge and taste that make a CREW trip feel different from a booking confirmation.
Required Skills & Qualifications:
● Must be based in Bangalore.
● Open to rotational shifts (5-day work week including weekends).
● 5-8 years in travel - OTA, travel agency, DMC, or premium concierge/travel services - with hands-on trip planning experience of your own.
● 3+ years leading a team in a service or operations setup, ideally including managing team leads.
● Hands-on vendor and destination partner management: you've held a third party to a service standard when the customer was already waiting.
● Strong ops mindset with a demonstrated bias for action and high ownership.
● Excellent interpersonal, communication and leadership skills.
● Ability to perform under pressure while ensuring a seamless customer experience.
● Passion for delivering outstanding, personalized experiences for premium users.
Additional InformationWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.
Skills Required
- Must be based in Bangalore
- Available for rotational shifts, including weekends, on a five-day work week
- 5–8 years of experience in travel, such as an OTA, travel agency, DMC, or premium concierge/travel services
- Hands-on personal trip-planning experience
- At least 3 years leading teams in a service or operations environment
- Experience managing Team Leads is preferred
- Hands-on vendor and destination partner management experience
- Strong operations mindset, bias for action, and high ownership
- Excellent interpersonal, communication, and leadership skills
- Ability to perform under pressure while maintaining a seamless customer experience
- Passion for delivering personalized experiences for premium users
Swiggy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Swiggy and has not been reviewed or approved by Swiggy.
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Equity Value & Accessibility — Equity grants and recurring liquidity events are ongoing, and feedback suggests office employees value this as part of total compensation. These programs provide a meaningful wealth‑creation lever by India tech standards.
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Parental & Family Support — Gender‑neutral parental policies were expanded with extended leave, flexible/part‑time options, bonding leave, fertility/adoption support, and structured re‑entry. Feedback suggests these updates are viewed as progressive and supportive for caregiving.
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Healthcare Strength — Company‑paid accident insurance for delivery partners includes hospitalization and OPD cover with extensions to family members. This safety net is notable within the gig‑economy context.
Swiggy Insights
What We Do
Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India. From starting out as a hyperlocal food delivery service in 2014, to becoming a logistics hub of excellence today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees. With Swiggy’s New Supply and the recent launches of Swiggy Instamart, Swiggy Genie, and Guiltfree, we are consistently making waves in the market, while continually growing the opportunities we offer our people. *We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.
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