Job Title: Head of DMC Operations – B2B HolidaysDepartment: Operations – DMCLocation: MumbaiReporting To: Director About Eagle Crest HolidaysEagle Crest Holidays is a leading B2B destination management specialist deliveringcurated FIT and group travel solutions to travel partners. With a strong focus on servicereliability, supplier excellence, and seamless on-ground execution, we enable ourpartners to scale their holiday business with confidence. Role OverviewThe Head of DMC Operations will lead and own the entire operations function acrossdestinations, ensuring scalable, efficient, and high-quality delivery of all B2B holidayservices. This role goes beyond execution — it requires strategic leadership in processexcellence, supplier ecosystem development, team building, and service innovation.The incumbent will be responsible for driving operational efficiency, improving partnerexperience, optimizing costs, and building a future-ready operations framework tosupport business growth. Key Responsibilities1. Strategic Leadership &amp; Operations Ownership• Own end-to-end DMC operations across FIT, GIT, and series departures globally.• Define and execute the operations strategy aligned with business growth targets.• Build scalable systems and processes to support multi-destination expansion.• Act as the central decision-maker for all operational escalations and riskmanagement. 2. Team Leadership &amp; Capability Building• Lead, structure, and scale the operations team across geographies anddestinations. • Hire, mentor, and develop second-line leadership (team leads, assistantmanagers).• Drive a high-performance, accountability-driven culture with clear KPIs.• Ensure continuous training on destinations, systems, and service excellence. 3. Service Excellence &amp; Customer Experience• Define service standards and ensure consistent delivery across all bookings.• Own key B2B partner experience and satisfaction metrics (CSAT, repeatbusiness).• Oversee handling of high-impact escalations and critical live tour issues.• Build proactive service recovery frameworks to enhance partner trust. 4. Supplier Strategy &amp; Ecosystem Management• Develop and strengthen strategic relationships with global DMC partners, hotels,transporters, and ground handlers.• Collaborate with contracting/product teams to optimize rates, allocations, andavailability.• Establish supplier performance frameworks, SLAs, and quality benchmarks.• Drive cost optimization without compromising service quality. 5. Process Excellence, Automation &amp; SOP Governance• Design, implement, and continuously improve SOPs across the operationslifecycle.• Drive automation and digitization through CRM, B2B platforms, and workflowtools.• Reduce manual errors, improve turnaround times, and enhance operationalefficiency.• Standardize operations across destinations for consistency and scalability. 6. Commercial &amp; Financial Oversight • Partner with finance and product teams on margins, cost controls, andprofitability.• Oversee dispute resolution related to cancellations, refunds, and supplierclaims.• Monitor operational costs, leakages, and inefficiencies.• Contribute to pricing strategy through operational insights. 7. Cross-Functional Collaboration• Work closely with B2B sales to improve conversion through operationalconfidence.• Align with product and contracting teams on destination readiness and supplygaps.• Support business expansion into new destinations with operational feasibilityinputs. 8. MIS, Analytics &amp; Governance• Drive data-led decision-making through detailed MIS and dashboards.• Monitor KPIs such as TAT, booking accuracy, issue rates, cost per booking, andpartner satisfaction.• Identify trends, risks, and improvement opportunities proactively.• Present periodic reviews to leadership with actionable insights. Skills &amp; Competencies• Strong leadership with strategic and execution balance• Deep understanding of global DMC operations and supplier ecosystems• Excellent problem-solving and crisis management ability• Commercial acumen with cost and margin awareness• High process orientation with a focus on scalability and automation• Strong stakeholder management across internal and external teams Qualifications &amp; Experience• Graduate in Tourism, Hospitality, or related field (MBA preferred)• 8–15 years of experience in DMC / tour operations• Minimum 3–5 years in a leadership role managing large operations teams• Strong experience in B2B outbound/inbound operations with Indian travel agents• Proven track record of scaling operations and improving service metrics What Eagle Crest Holidays Offers• Leadership ownership of a growing DMC business• Opportunity to build and scale multi-destination operations• High visibility role working closely with senior leadership• Fast-track growth into regional or business leadership roles