Platform Operations & Service Delivery Manager — Travel Distribution

KabuK Style is building the next generation infrastructure for the global travel industry. Our flagship product, HafH, already connects over 30,000 accommodations across 130+ countries and serves a rapidly growing international customer base. As we scale, we are developing a new B2B platform that powers travel distribution, supplier integrations, pricing optimization, and booking infrastructure for partners around the world. ------------------------------------------- <About the Role> KabuK Exchange, also known as KBKx, is KabuK Style’s B2B2B travel distribution platform connecting hotels, suppliers, channel managers, OTAs, travel agencies, and internal KabuK products through scalable APIs, operational tools, and commercial workflows. We are looking for a Platform Operations & Service Delivery Manager to own the operational backbone of the platform. This role will be responsible for making sure KBKx runs reliably across partner onboarding, booking operations, pricing operations, reservation workflows, incident coordination, billing support, reconciliation processes, partner escalations, and internal operating procedures. This is a critical early role for turning the platform from a product and engineering build into a stable operating business. You will work closely with Product, Engineering, QA, Solutions Engineering, Partner Success, Finance, Business Development, and external partners to define and manage the workflows that keep the platform running after launch. ------------------------------------------- <What You'll Do> ▼Platform Operations Ownership - Own daily operational processes for the KBKx platform. - Define, document, and improve workflows across onboarding, booking operations, partner support, billing coordination, reconciliation support, incident handling, and launch readiness. - Create repeatable operating procedures for internal teams and external partner-facing workflows. - Identify operational gaps before they become partner-impacting issues. - Help ensure the platform can scale from manual launch operations into repeatable, structured processes. ▼Booking, Reservation & Distribution Operations - Monitor operational issues related to bookings, reservations, cancellations, pricing, inventory, supplier availability, and partner distribution. - Coordinate investigation and resolution of booking or reservation problems across internal teams. - Support workflows for reservation amendments, failed bookings, supplier discrepancies, partner escalations, and operational exceptions. - Work with Product and Engineering to identify where operational friction should become product functionality. - Help define service-level expectations for different issue types and partner categories. ▼Incident & Escalation Management - Coordinate P2/P3 incidents and partner-impacting operational issues. - Ensure issues are triaged clearly, assigned properly, communicated appropriately, and followed through to resolution. - Maintain escalation paths across Product, Engineering, QA, Solutions Engineering, Partner Success, Finance, and Business Development. - Create incident runbooks for common platform issues. - Support post-incident reviews and help drive corrective actions. ▼Partner & Internal Process Coordination - Work with Partner Success Managers to support partner onboarding, operational readiness, and post-launch stability. - Work with Solutions Engineers to ensure technical onboarding and operational readiness are aligned. - Support Business Development handoffs from signed partner agreements into active onboarding. - Coordinate with Finance on invoice cycles, payment-related questions, reconciliation issues, AR/AP workflows, and operational billing exceptions. - Ensure internal teams have clear ownership for recurring operational tasks. ▼Reporting, Metrics & Operational Health - Define and track key operational health metrics for the platform. - Monitor issue volume, response times, resolution times, booking error patterns, reconciliation discrepancies, failed booking rates, cancellation issues, partner escalations, and operational backlog. - Create regular internal operations reports for platform leadership. - Identify trends that require process, product, engineering, or partner-level intervention. - Help prepare partner account reviews with operational performance context. ▼Process Design & Documentation - Create internal SOPs, operational playbooks, escalation guides, checklists, and launch readiness templates. - Maintain operational documentation as the platform evolves. - Help define roles and responsibilities across platform operations, partner success, solutions engineering, finance, product, and engineering. - Improve internal workflows to reduce dependency on individual knowledge. - Support onboarding of future operations team members. ------------------------------------------- <Why Join Us> - Help build the operating model for a new B2B2B travel distribution platform. - Work on a platform connecting Japanese hotel supply to domestic and global demand partners. - Play a key role in launch readiness, operational stability, partner trust, and platform scalability. - Work directly with Product, Engineering, QA, Solutions Engineering, Partner Success, Finance, and Business Development. - Join early enough to shape the operational foundation of KBKx before external scale. ------------------------------------------- <Additional Notes> This role is not limited to the responsibilities outlined above. As an early member of the Platform team, your scope will evolve based on business needs, platform maturity, partner requirements, launch priorities, and your strengths and interests.

- Experience in platform operations, business operations, partner operations, travel operations, marketplace operations, customer operations, implementation operations, or similar operational roles. - Strong process design and operational coordination skills. - Ability to manage multiple workflows, stakeholders, escalations, and deadlines at the same time. - Strong ownership and follow-through. - Ability to structure ambiguous operational problems into clear processes and action plans. - Experience working cross-functionally with product, engineering, QA, finance, sales, support, or partner success teams. - Strong communication skills with both internal and external stakeholders. - Professional English communication ability.

- Experience in travel, hospitality, OTA, travel agency, channel manager, PMS, booking engine, or B2B distribution platforms. - Experience with booking operations, reservation management, cancellations, inventory, pricing, supplier operations, billing, payments, reconciliation, or incident management. - Experience building SOPs, runbooks, operational dashboards, escalation paths, or launch readiness processes. - Experience working with Japanese hotels, travel suppliers, OTAs, agencies, or enterprise partners. - Japanese language ability. - Korean or Chinese language ability. - Experience working in startup, early-stage product, marketplace, or platform launch environments. - Familiarity with tools such as Jira, Confluence, Notion, Slack, Zendesk, HubSpot, Salesforce, Looker, Datadog, or similar workflow and reporting tools.

You are a structured operator who can turn messy platform realities into clear processes. You are comfortable working across business, product, engineering, finance, and partner-facing teams. You do not need to be an engineer, but you should be comfortable working with technical products, APIs, booking systems, operational logs, partner escalations, and incident workflows. You should be able to create order without slowing the team down. This role requires ownership, practical judgment, clear communication, and the ability to balance partner experience, operational discipline, and platform constraints.