Director of Operations

About the Company

Welcome Wings is a VIP airport concierge business serving travelers through a network of more than 250 airports around the world. Rather than placing staff at terminals, the company operates a booking platform, a reliability-rated network of local airport partners, and a 24/7 operations center to ensure every booking is delivered exactly as promised. Its business primarily comes through travel advisors and agencies, and the company is scaling quickly while strengthening the systems that support that growth.

Role Overview

This position is both strategic and hands-on. The person in this role will own fulfillment, meaning the part of the business that turns a travel advisor’s booking into a smooth client experience. The company relies on coordinated local partners instead of in-house terminal staff, so this role focuses on managing that network so effectively that guests never notice the complexity behind the scenes. The role also involves leading a team of 7 operators based in the Philippines who handle round-the-clock operations in shifts.

You will be responsible for setting the standard, training and coaching the team, and ensuring they have the structure and support needed to perform at a high level. The work will vary from refining SOPs and rolling out process changes to resolving urgent issues when a guest needs help at an airport anywhere in the world. Over time, you will help turn operational complexity into reliable systems.

Key Responsibilities

• Lead, manage, train, and develop a team of 7 operations staff in the Philippines.
• Oversee daily fulfillment so each booking is assigned to the correct local partner, confirmed properly, and completed without errors.
• Handle urgent escalations and coordinate with the right partner when issues arise at an airport.
• Create, improve, and maintain SOPs and quality standards, then make sure they are followed consistently.
• Identify operational bottlenecks and build stronger processes as the business expands.
• Support the team with a calm, hands-on approach and help maintain a positive working culture.

What We’re Looking For

• 5 to 8 years of experience in operations.
• Background in airport services, concierge, luxury travel, or high-touch hospitality is beneficial, though strong operational leadership matters more than industry background.
• Proven experience managing and training teams, with the ability to set expectations and coach performance.
• Experience working with offshore or distributed teams is a plus.
• A strong bias toward action and problem-solving.
• Ability to stay composed in high-pressure or escalation-heavy situations.
• Strong systems thinking and process-building skills.
• Excellent people skills and a warm, collaborative working style.
• Willingness to take ownership and do the work directly, not just direct strategy.
• Availability to work standard US business hours.

Logistics

This is a full-time remote position reporting to the CEO. North America is preferred, and candidates based in the US, Canada, or potentially Europe may be considered if they are a strong fit. The role is fully remote, with no travel required. The operations team works 24/7 in shifts, while this role follows standard US business hours. Compensation for the position is between $90,000 and $120,000 per year. The company is looking for someone who can start as soon as the right candidate is found.

Application Instructions

Applicants should submit a resume along with a short Loom video of 2 to 4 minutes introducing themselves and explaining why the role is a fit. The company wants to understand the candidate’s thinking style and actual experience, rather than receive a polished sales-style pitch.