Product Delivery Manager

At Exodus (part of Travelopia), we love adventure travel and always have. We first took a group of travelers to the Himalaya 50 years ago and have since expanded to every continent of the planet. Today, we offer hundreds of itineraries across the globe, focusing on responsible travel that supports local communities and preserves the environment while aiming to provide meaningful experiences to all who travel with us.

We are looking to hire a Product Delivery Manager to join our team! Reporting to the Head of Asia, you’ll be responsible for the delivery, performance and continuous improvement of our products across your designated markets. A key focus will be driving NPS performance by monitoring feedback, identifying issues and implementing action plans. Over time, this will become increasingly proactive, anticipating potential issues before they impact customers.

You’ll work closely with the Product Contracting Manager to put NPS and customer experience at the heart of decision-making, while balancing passenger targets and commercial objectives. You’ll also be the key contact for pre- and post-booking enquiries, using supplier relationships to resolve issues for Sales, Operations, Customer Services, OQ and Accounts.

What we’ll offer:

• Competitive salary of £40,000-£43,000 + annual performance-related bonus (typically 5-10%)
• Flexible hybrid working, with 2 days a week in our Surbiton office
• Comprehensive health benefits
• Company retirement contributions
• 25 days’ holiday + your birthday off
• Charity/volunteering time off
• Parental leave and family-supportive policies
• Group-wide travel discounts

What you’ll do:

• You’ll be responsible for the smooth delivery of product operations across your designated markets in Asia, proactively identifying, preventing and resolving operational issues.
• Work closely with the Product Contracting Manager to deliver an optimal in-destination experience for our customers, ensuring close alignment across commercial and NPS objectives.
• Use Qualtrics and supplier feedback to identify low-performing trips and departures, drive NPS improvements and implement action plans while maintaining commercial expectations.
• Oversee pre-season supplier checks, ensuring accurate allocations, departure dates and trip notes. Conduct annual audits and checks after material changes.
• Identify EPD improvements that will enhance NPS or address underperforming regions.
• Ensure the Sales team has up-to-date information on changes made for NPS reasons, and that trips are being sold accurately to prevent customer disappointment at the time of travel.
• Ensure HEFs and all STRs are shared with suppliers with appropriate commentary, and that suppliers with access to Qualtrics are using the platform in line with company expectations.
• Brief the Product Contracting Manager when changes are required to improve NPS, obtaining costings and implementing changes within agreed commercial parameters.
• Work with the Product Executive to ensure allocations are in place in line with contracts, and that leaders are appointed in accordance with our preferred leader lists for key destinations.
• Maintain and nurture strong supplier relationships, ensuring contractual compliance and health & safety objectives are met.
• Manage all trip changes, including overbookings, hotel and itinerary changes, and customer communications.
• Oversee customer-facing information across Softrip, the website and trip notes, ensuring accuracy, consistency and content that supports conversion.
• Work with the Product Executive to ensure contractual requirements, including risk assessments and carbon data forms, are up to date.
• Make recommendations for educational priorities based on NPS requirements within the region, ensuring First Departures and Observer AT views are kept up to date.
• Liaise with suppliers on appropriate contractual or punitive measures where targets are persistently missed.
• Act as the first point of contact when destination-level action is required due to changes in FCDO advice, liaising with local operators and coordinating subsequent customer communications.
• Act as the main escalation point within the team for OQ, Customer Services, Customer Operations and Sales on product and operational queries, and liaise with Customer Services on complaints, following up with suppliers where required.
• Manage all product-related Softrip tasks, including errata, passenger capping, singles and sales notes.