At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the future of travel alongside us.

Building technology to increase global movement liquidity will be one of the most exciting developments in decades. If you are curious why the smartest people want to work at Atlys, read this post.

Job requirements

As a Program Manager for ORM, you’ll own and scale our online reputation strategy and execution across platforms. This role is for someone who has built ORM initiatives from scratch in a startup environment, led execution end-to-end, and can confidently manage high-impact escalations and crisis situations. You’ll work closely with Guest Delight, Fulfilment, Product, Engineering, and Brand teams to ensure Atlys shows up consistently, empathetically, and effectively in public customer conversations.

This is a 6-day, in-office role that demands strong on-ground leadership, sharp judgment, and the ability to operate calmly under pressure.

The Job:

Build and scale ORM initiatives : Design, implement, and continuously improve ORM programs across platforms (Google, social media, review portals), with a focus on speed, accuracy, and brand alignment.
Escalation & crisis management : Own critical escalations and public-facing crisis scenarios, drive swift internal alignment, and ensure effective resolution while protecting brand trust.
Own ORM metrics : Track and improve key reputation metrics including response TAT, sentiment trends, rating movement, resolution rates, and repeat complaint themes.
Program ownership : Define and execute initiatives that reduce negative feedback, improve response quality, and proactively address issues before they escalate publicly.
Data-backed insights : Analyze feedback and review data to identify systemic gaps and drive corrective actions across teams.
Cross-functional execution : Partner with Product, Engineering, Fulfilment, Guest Delight, and Brand to translate ORM insights into process, product, or policy improvements.
System & playbook creation : Build escalation frameworks, crisis playbooks, response guidelines, and reporting mechanisms that scale with the business.
Experiment and optimise : Test new tools, workflows, and response strategies; measure impact and scale successful interventions.

Ideal Candidate

5+ years of proven experience working in a startup environment, owning and scaling ORM or customer experience initiatives.
Demonstrated experience in building and implementing ORM programs, not just operating existing processes.
Strong background in escalation handling and crisis management, with the ability to make sound decisions under pressure.
Highly analytical with the ability to convert qualitative feedback into structured insights and action plans.
Excellent written communication and stakeholder management skills.
Comfortable operating in fast-paced, ambiguous environments with high ownership.
Familiarity with tools such as Excel, Notion, ORM platforms, SQL, or BI dashboards is a plus.

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