Operations & Product Manager (Luggage & Cargo Solutions)

We are currently recruiting on behalf of our client, a fast-growing, tech-driven travel & logistics startup, a dynamic Operations & Product Manager. This is a strategic and operational leadership role responsible for building and implementing the full process blueprint of the Company's luggage and cargo services. You will act as the operational lead and product owner, bridging ground operations, IT development, and customer success. Main Responsibilities: Operations & Implementation Design, document, and continuously optimize end-to-end operational processes for both luggage and cargo services. Collaborate closely with airport handling agents, GSSAs, and logistics partners to ensure accurate, real-time execution of service flows. Develop and enforce SOPs for onboarding airport partners, courier agents, and other third-party logistics providers. Coordinate operational readiness and response protocols in lost baggage and delayed cargo scenarios. Product & Process Ownership Act as the key liaison between operations, IT, and marketing to align the product roadmap with real-world operational feasibility. Oversee and test new features of the Always Found app and Sensos tracker integration to ensure operational effectiveness. Provide structured feedback from operations to support UI/UX improvements and platform upgrades. Translate real-life operational issues into actionable requirements for the development team. Customer Success Enablement Define internal escalation flows and ensure 24/7 customer service teams are equipped with clear troubleshooting SOPs. Support onboarding and training for strategic partners (e.g., airlines, insurance providers, OTAs) to ensure smooth integration of Always Found services. Market Expansion Support local rollout in key launch hubs (initially Europe and the Middle East), including recruitment, training, and vendor onboarding. Work with Business Development to identify and prepare new airport or GSA partners. Serve as a subject-matter expert for luggage handling and cargo processing at trade shows, demos, and client briefings. Requirements Proven experience in ground handling operations, with deep knowledge of both passenger baggage and cargo logistics. Background with an airline, ground handler, or cargo terminal operator is highly preferred. Strong understanding of baggage tracing systems (e.g., WorldTracer), cargo tracking, and terminal workflows. Excellent command of English, both written and verbal; additional languages are a plus. Experience preparing process documentation (SOPs, playbooks) and onboarding guides. Comfortable working cross-functionally in a startup-like, fast-paced environment. Highly organized, with a hands-on attitude and strong problem-solving skills. Open to relocation or frequent travel to Cyprus, Dubai, or operational partner sites. Preferred Qualifications Experience working with tech-enabled operations or IoT solutions. Familiarity with PIR (Property Irregularity Report) filing processes and lost luggage protocols. Knowledge of IATA Resolution 753 and modern baggage messaging protocols is an advantage.