Operations Associate (SriYatra)

Location: HSR, Bangalore (Head Office)

About the role

We are looking for a detail-obsessed Operations Associate to be the Central Tour Coordinator to own end-to-end coordination of Sri Yatra’s devotional tour departures across multiple cities. You will be the nerve center for all our tours - working closely with city SPOCs, guides, transport vendors, and hotel teams to ensure every itinerary runs smoothly and every guest feels cared for.

Your core responsibility: maintain a 90+ NPS by ensuring operational excellence and real-time problem-solving.

Best suited for someone who can think clearly in chaos, juggle 20+ WhatsApp groups, and still spot a missing guest name before check-in.

Key Responsibilities

• Plan for all tour departures: Prepare city wise passenger and tour lists, assign vendors based on itinerary, finalize darshan slots, book vendor services and align the ground team, send out reminders to all stakeholders 24 hours prior to tour start

• Centrally own all tour coordination: Create and manage a live dashboard of all upcoming and running tours, tracking each tour based on live status. Identify any gaps in fulfilment in real-time and coordinate with vendors/ ground team

• Be the single point of truth: Create and maintain a master tracker mapping each tour and pax to services, darshans, pujas, vendors and local guides.

• Pre-departure checklists: Conduct D-2 checklist with city SPOCs to ensure all vendors, services and local team members are assigned for 100% fulfilment of itinerary

• Real-time troubleshooting: Be available on-call during live trips; resolve issues related to late transport, missing guides, hotel mix-ups, etc

• Feedback & NPS loop: Own the post-trip experience - collect trip feedback on the overall trip and vendor level. Escalate poor NPS cases, and drive closure within 24 hours

• Process & Systems Ownership: Design, refine and drive SOPs for all processes like trip handovers, escalation handling, and daily reporting.

• Vendor coordination: Maintain working relationships with hotel GMs, transport vendors and on-ground guides. Escalate operational issues to management.

Must-Have Qualifications

• 2–3 years of experience in travel operations

• Proficiency with tools like Google Sheets and basic CRMs

• Proven track record of running smooth operations in high pressure environments

• Calm, clear-headed problem-solving attitude

• High personal ownership and willingness to work beyond fixed hours on busy days

• Strong process mindset - you should run on checklists and systems

Good-to-Have

• Prior experience with a spiritual or group tour operator (e.g. Kesari, IRCTC, Veena World, etc.)

• Familiarity with temple protocols, darshan procedures, and working with pandits/temple staff

• Passion for Bharat's religious and spiritual travel circuits

Culture Fit:

• High Agency and bias for action. Identifying problems and solving problems without being told to

• User Obsession and empathy. Always thinking user first and making decisions accordingly