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Dorsia · 3 weeks ago

Hospitality Operations Manager

New York City, NY

Full-time

Onsite

Mid, Senior Level

$110K/yr - $150K/yr

6+ years exp

Dorsia is a leading hospitality-tech company that combines technology with luxury hospitality to enhance member experiences. The Hospitality Operations Manager will lead global support operations, manage a distributed team, and develop operational strategies to ensure seamless service delivery.

Online PortalsReservationsRestaurantsSoftware

Responsibilities

Develop and lead the operations strategy for a complex supply–demand platform by building scalable processes and frameworks that support Dorsia’s growth across new markets and verticals

Make operations smarter, faster, more consistent, and more scalable by analyzing and optimizing existing operational workflows

Partner with our Membership team to define and evolve the standards for member and restaurant interactions—tone, resolution paths, escalation protocols, and more

Manage our Hospitality Analysts team, including offshore operations in the Philippines, with a strong hospitality-first mindset

Jump in on key member or restaurant issues when needed, while building up the team’s training, quality, and performance frameworks

Forecast volume, schedule shifts across US, EU, and APAC, and ensure 24/7 coverage through effective workforce management

Build and maintain workflows in Retool, Intercom, Airtable, Zapier, and Notion. Continuously streamline operations through automation

Work with Marketing, Business, Product, and Engineering to identify high-volume support issues and help eliminate them by productizing the solutions

Drive experimentation and implementation of AI tools to automate repetitive tasks and scale service quality without scaling headcount

Set and manage SLAs, CSAT/NPS, ticket deflection, and other KPIs. Constantly raise the bar on performance and efficiency

Qualification

Operations StrategyCustomer ExperienceTeam ManagementProcess OptimizationData AnalysisAutomation ToolsHospitality PassionCross-Functional Collaboration

Required

6+ years of experience in Customer Experience, Support Ops, Strategy, or Workforce Management—ideally in high-touch, fast-paced environments

Proven people leadership experience, including managing distributed or offshore teams

Experience scaling processes and operations in a 24/7 or global support context

Strong operational and systems thinking skills to design processes that scale while also solving day-to-day problems

Hands-on experience with Intercom, Retool, Zapier, Airtable, Notion, or similar tools; excitement about automation and AI-enabled operations

Strong analytical and data-driven mindset, and comfort working cross-functionally with Product, Engineering, and Finance to track and improve performance metrics

Passion for hospitality, operational excellence, and building tech-enabled experiences