Product Operations Lead, Booking Platform (Cruise)

Fora•New York City, NY

4d•Onsite

About The Position

Fora is hiring a Product Operations Lead to build and scale the operational foundation of its cruise business. The role spans group inventory, booking accuracy, commission integrity, supplier workflows, and the launch and adoption of cruise booking technology. The lead will partner with Cruise, Partnerships, Product, Engineering, Payment Operations, and Support teams to turn complex industry workflows into reliable experiences for travel advisors. The position combines hands-on operational problem-solving with the design of scalable processes and systems. The lead will improve cruise deals and cross-border selling workflows, manage HQ-held group inventory, reduce booking friction, and establish operational standards, controls, and metrics that support business growth. The role is based in Fora’s New York City office.

Requirements

4–6 years of experience in an operational or similar role.
At least 2 years of hands-on cruise operations experience, such as group inventory, bookings and modifications, supplier management, or commission reconciliation.
Uses AI tools daily and has built at least one AI-powered workflow, agent, or automation that replaced manual work.
Has owned an operational workflow end to end, with a metric they reported on and improved.
Has led a root-cause review of a recurring issue that resulted in a shipped fix.
Uses SQL to pull and analyze data and has built dashboards or reports that others use to make decisions.
Has written SOPs, runbooks, or ticket specifications that others used without a walkthrough.
Has written operational tickets that engineering scoped and shipped.
Has turned an unscoped problem into a defined process, tool, or ticket without an initial specification.

Nice To Haves

Experience with cruise booking platforms, GDS systems, supplier APIs, or other travel distribution technology.
Hands-on experience with workflow automation tools such as n8n, Zapier, or similar.
Experience preparing a support team for a product launch, including help center content, routing, and escalation paths.

Responsibilities

Own and evolve cruise business operations, including group inventory management, booking quality, supplier workflows, and commission accuracy.
Build, automate, and improve operational processes for cruise deals and cross-border selling.
Streamline data ingestion, standardize workflows, and maintain supplier information and selling rules accurately and at scale.
Develop a scalable approach to HQ-held group inventory, including securing and monitoring space, optimizing utilization, and helping advisors confidently book available inventory.
Identify opportunities to improve booking conversion, reduce operational friction, and improve the cruise-selling experience for advisors.
Establish operational standards, controls, and performance metrics that support continued growth without unnecessary complexity.