Process Manager – Customer Operations / Call Centre

Company Description ORN Journeys is reshaping travel by building trips around the needs and comfort of each traveler. Instead of asking travelers to manage separate bookings for flights, stays, transport, and experiences, ORN connects these elements into one cohesive system. The company integrates mobility, accommodation, local operations, technology, and customer support into a unified travel experience. Europe is the first large-scale market where this integrated model is being deployed. Through fixed departures, streamlined operations, direct procurement, and local teams, ORN aims to deliver simpler, more accessible, and more reliable journeys.
Role Description The Process Manager – Customer Operations / Call Centre is a full-time, on-site role based in Bengaluru. This role is responsible for overseeing day-to-day call centre operations, including managing customer service workflows, monitoring performance metrics, and ensuring consistent service quality. The Process Manager will design and refine operational processes, coordinate staffing and scheduling, and support team leads in coaching and performance management. The role involves handling escalations, optimizing customer communication standards, and collaborating with product, technology, and local operations teams to improve end-to-end traveler experience. The Process Manager will also prepare regular reports, implement best practices, and contribute to continuous improvement initiatives across customer operations.
Qualifications
Strong experience in customer operations or call centre management, including process design, workflow optimization, and performance monitoring.
Skills in people management and team leadership, such as coaching, feedback delivery, conflict resolution, and stakeholder coordination.
Operational and analytical skills, including use of CRM or call centre tools, data analysis for process improvement, and reporting on KPIs and SLAs.
Customer service and communication skills, including handling escalations, maintaining service standards, and clear written and verbal communication.
Background in travel, hospitality, or related service industries is an advantage, with an understanding of end-to-end customer journeys.
Ability to work in a fast-paced, growing environment, with strong problem-solving skills and a focus on continuous improvement.
Bachelor’s degree in business, operations management, or a related field preferred; relevant experience may be considered in place of formal education.
Willingness to work on-site in Bengaluru and collaborate across cross-functional and local teams.

Work arrangement
No