We’re looking for an Ops Exec (4 or 5 days a week)

We’re looking for an entrepreneurial and customer-centric executive to join us in building the world’s first platform for flight-free holidays. We need someone detail-oriented, with fantastic attention to detail and excellent written and spoken communication skills. We need someone who isn’t afraid to jump right in and help us where needed; a fast learner with a pro-active growth mindset who will thrive in an environment of changing priorities and fast momentum.

We help holidaymakers love their journeys

We're not just another travel company – at Byway, we're pioneering 100% flight-free holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream. Since our inception in March 2020, we've booked over 10,000 travellers onto unforgettable holidays, with 96% five-star reviews. We’re growing 2x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

Your Key Responsibilities

• Process all system bookings, confirmations, cancellations and amendments promptly and in line with company service level agreements.

• Check all bookings and produce detailed travel documentation (specifically Journey Guides) with a high level of accuracy and efficiency, carefully incorporating all customer requests along the way

• Complete thorough and rigorous pre-departure checks to ensure all services are paid for and the trip is set up to run smoothly from start to finish

• Collaborate with the wider Travel Experience any travel disruption from an operational standpoint; identifying and implementing the best viable solution for customers, communicating with all key stakeholders including a variety of suppliers, and supporting our customer-facing teams with effective and thoughtful communication.

• Contribute impactfully towards tech advancements; providing feedback and insight into new tech developments (often through testing in a BTS environment) and taking personal responsibility to learn how to change your processes in line with new tech roll outs.

• Add value to company, team and individual meetings by preparing material and demonstrating active involvement throughout  

• Freelancer line management as needed, bringing training, accountability and support to their role 

• Support the wider Travel Experience team as needed with in-trip support and out-of-hours back up.

What We’re Looking For

• Operations experience in a high-growth start-up or small team environment

• Someone who obsesses over attention to detail and revels in working to an incredibly high standard of accuracy - you understand how the small things make the biggest difference. 

• The ability to work quickly under time constraints without making mistakes

• High data literacy with strong analytical and problem-solving skills

• Fiscal responsibility: the ability to make data-driven decisions and balance customer enjoyment, trip fragility and disruption risk with revenue/margin.

• Familiarity working with technology and databases.

• Experience in quickly, calmly and effectively tackling operational challenges as they come up, including handliong large-scale disruption such as weather events

• Exceptional organisational skills to ensure all logistics and customer needs are managed with care.

• Excellent written and verbal communication skills

• A positive approach to interactions with our team and customers

What Would Be Great (But Isn’t Required)

• Familiarity with the travel sector, especially in areas like sustainability or flight-free travel

• Fluency in French, Italian, Spanish and/or German

What we offer

• £29,000-£32,000 p.a depending on experience

• Company ownership through equity

• Remote-first, flexible working:

  • 20 days wherever: work when you like and where you like for most of the month - we’ll fund a day a week in a coworking space

  • 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine!)

• One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends

• An annual autumn Away Afternoon and optional Weekend Away in spring