Atica Global
Website:
aticaglobal.com
Job details:
Job Description: Operations Manager
About Us
Atica is a leading, tech-first remote sales & revenue management company for Hotels and Hotel operators in the US, enabled by a unified tech-led solution. We are a startup, funded by the top investors in the country, like Titan Capital, DIBS. As innovators at the forefront of the industry, we strive to deliver the highest quality service to all our clients while setting new standards for efficiency and effectiveness. We aspire to build high-quality, innovative & robust software that makes an impact!
Find more about us!
https://www.aticaglobal.com
https://www.linkedin.com/company/atica-global
Role Purpose
The Operations Manager is the operating backbone of Atica's Demand Center. You will directly oversee the day-to-day functioning of revenue managers, sales managers, and their associate teams ensuring consistent, measurable hotel revenue growth for every client we serve. You will bridge operational execution with client outcomes, managing team performance, process excellence, and client health simultaneously.
Since hotel clients operate on month-to-month contracts with 30-day exit clauses, the Operations Manager must ensure the team delivers undeniable, consistent value — every single month.
Key Responsibilities
- Demand Center Operations & Team Management
- Own the daily operations of the Demand Center the revenue and sales manager teams serving US hotel clients.
- Set weekly and monthly hotel revenue targets for each Revenue Manager (RM) and track performance rigorously against targets.
- Drive accountability through structured review cadences: daily check-ins, weekly performance reviews, and monthly client outcome analysis.
- Identify performance gaps early and implement corrective action plans before client churn risk emerges.
- Ensure all team members adhere to working hours (4 PM – 2 AM IST) and office attendance norms.
- Client Revenue Growth & Retention
- Monitor MCV (Monthly Contractual Value) and LTV (Lifetime Value) metrics for every hotel in the portfolio.
- Ensure each hotel client receives consistent, measurable revenue uplift — especially in the critical first 3 months of onboarding.
- Partner with Revenue Managers to ensure optimal pricing strategies, pick-up and pace tracking, and OTA channel performance for each hotel.
- Work with Sales Managers to ensure RFP responses, corporate lead conversion, and negotiated contract targets are met.
- Quickly detect and address at-risk client relationships before notice of cancellation is issued.
- Onboarding Excellence
- Own the onboarding process for every new hotel client the first 3 months are 10x more important than any subsequent period.
- Drive 'instant gratification' for new clients: ensure visible revenue growth within the first 30–60 days to overcome skepticism and build trust.
- Prepare structured pre-onboarding and onboarding call frameworks that convey professionalism, clarity, and a concrete action plan.
- Build client confidence in a remote India-based team managing their primary source of income.
- Process Design & Standard Operating Procedures
- Build and continuously refine the Revenue Management and Sales Management playbooks for Atica's DC team.
- Standardize workflows across: OTA channel optimization, revenue management reviews, digital content quality, RFP handling, reputation management, and OTA reconciliation.
- Implement SOPs for new service lines including Distribution expansion, Direct.com (D2C), and ancillary services.
- Ensure technology tools (Revenue Management Systems, CRM, booking engines) are correctly configured and leveraged by every team member.
- People Development & Culture
- Manage career growth paths for associates and managers — driving promotions at 6–18 month intervals for high performers.
- Design and administer incentive and variable pay programs to keep the DC team motivated and high-performance.
- Build a culture aligned with Atica's HR principles: Transparency, Customer Empathy, Responsibility & Autonomy, Continuous Improvement, and Recognition.
- Reduce cultural and communication gaps between the India-based team and US hotel clients through training and coaching.
- Identify training needs and partner with leadership to build capability across hospitality domain knowledge, client communication, and technology usage.
- Reporting & Insights
- Own weekly and monthly operational dashboards for leadership — covering team performance, client health, revenue outcomes, and attrition risk.
- Analyze patterns across the client portfolio to surface revenue growth levers and operational inefficiencies.
- Provide leadership with clear, data-backed recommendations on scaling the DC team as new hotels are onboarded.
Who We Are Looking For
- 5–8 years of experience in operations management, preferably in hospitality or a fast-paced startup environment.
- Proven track record of managing multi-functional teams of 15+ people with measurable outcomes.
- Strong understanding of hotel operations, revenue management concepts, or online travel agency (OTA) ecosystems is highly preferred.
- Experience with setting KPIs, tracking performance metrics, and running structured performance review processes.
- Exceptional communication skills, confident communicating with both junior team members and senior leadership.
- Strong problem-solving instincts and ability to act quickly under pressure.
- Comfortable working the 4 PM – 2 AM IST shift to align with US business hours.
Good-to-Have
- Prior exposure to US hospitality market, branded hotels (Marriott, Hilton, Wyndham, IHG, Choice Hotels) or independent hotels.
- Familiarity with Revenue Management Systems (RMS), Property Management Systems (PMS), or OTA platforms (Booking.com, Expedia, etc.).
- Experience working in a cross-cultural environment with US-based clients.
- Startup mindset, comfortable with ambiguity, able to build processes from scratch, and willing to roll up sleeves.
Why Join Us
Build a vertical from scratch—not just manage one.
Competitive salary + performance-linked bonus.
CTC aligned with experience & market benchmarks.
Direct exposure to demand partners, US hotel stakeholders, and senior leadership.
Clear career growth path in Distribution & Operations leadership.
Click on Apply to know more.