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Selected work · Operations restructure
Ownership redesign — travel marketplace
Problem
Booking ops were fragmented along time-based ownership. Constant context-less handoffs caused delays, missed tasks and uneven load.
What we built
- Introduced a 7-day ownership cycle with paired end-to-end responsibility
- Balanced pairs by skill, pace and availability
- Restructured standups for real participation and escalation
- Tuned the system for ownership, communication and continuity
Outcome
- Handoff-related errors near-eliminated
- 2× faster booking confirmations
- Load evenly distributed across pairs
- Every booking has one clear owner end-to-end