Product Operations & Service Desk Team lead

Prague, CZ

Job Description / Skills Required

Company Description

Omio is pursuing a vision of bringing global transport into a single distribution system and creating end-to-end magical consumer journeys. While the whole world of air, hotels or car rental is normalised, rail, bus, ferries, airport transfers, and all forms of ground transport are fragmented on a local level.

Omio is the largest source of inventory with 1000+ suppliers operating in 35 countries in Europe and North America. Along with their two brands, Rome2Rio used for global discovery, and Omio used for ticketing and journeys, they attract 600m+ users on a yearly basis while continuing to launch new geographies, new verticals, and new products as they scale. It’s a team based in Berlin, with offices in Prague, London, Beijing, Melbourne, and NY. 

We are a team of 250+ passionate employees from more than 45 countries who share the same vision: to create a single tool to help send travellers almost anywhere in Europe, the U.S., and Canada.

 

Job Description

Purpose:

The Team Lead for Product Operations and Service Desk will oversee the day-to-day operations of the Product Operations Analysts and Service Desk team. This role is critical for ensuring efficient issue resolution, enhancing operational processes, and fostering cross-functional collaboration. The ideal candidate will possess strong organisational skills, proven people management experience, and a passion for process optimization. The Team Lead should also be hands-on, willing to handle tasks typically performed by the Product Operations Analysts and Service Desk.

Main tasks and responsibilities:

Team Leadership: Mentor, coach and manage a team of Product Operations Analysts and Service Desk professionals. Foster a positive and productive work environment that encourages professional growth and high performance.

 

Hands-On Support: Lead by example by actively participating in the day-to-day operations, including issue triaging, data analysis, and content maintenance tasks, alongside the Product Operations Analysts and Service Desk team.

 

Process Optimisation: Develop and implement strategies to streamline workflows, eliminate bottlenecks, and improve overall efficiency. Continuously evaluate and enhance processes to ensure optimal performance.

 

Cross-Functional Collaboration: Collaborate with various departments, including Product, Tech, Customer Service, Commercial and external partners, to ensure seamless communication and alignment on product and service-related issues.

 

Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders to facilitate effective issue resolution.

Documentation and Knowledge Management: Ensure all standard operating procedures (SOPs), guidelines, and knowledge base documents are up-to-date and accessible. Promote best practices and ensure consistency in documentation.

  • 5+ years of experience in product operations, service desk management, or a similar role.

  • 2+ years of team leadership experience.

  • Excellent communication and collaboration skills, with the ability to work effectively across diverse teams.

  • Strong analytical and problem-solving skills

  • Proficiency with project management and collaboration tools (e.g., JIRA, Trello)

  • Experience in process optimisation and operational excellence.

  • Detail-oriented with strong organisational skills and the ability to manage multiple priorities simultaneously.

  • Proactive problem solver with a passion for continuous improvement and operational excellence.

 

Preferred: 

  • Experience in the travel industry.

What’s in it for you? #LifeAtOmio

  • A competitive and attractive compensation package
  • A generous pension scheme
  • A diverse team of more than 45 nationalities

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.