Operations Manager

ABOUT US

We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands making travel matter for over 100 years. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you.

HOW YOU’LL WORK

We’re energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.

We offer a flexible work environment - in person in exciting offices and virtually with leading technology. Working together across markets, teams, and disciplines ensures everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.

PERKS

• After your first year, you get an annual travel credit of $1,250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow – we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid work days each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.

POSITION SUMMARY

The Operations Manager is the subject matter expert for all service delivery related aspects of their assigned series or programs as far as correct execution, branding and continuous improvement of the trips are concerned. They oversee the smooth running of trips and TDs from start to finish, in close collaboration with the Operations Admin team.

KEY RESPONSIBILITIES

• Responsible for pre-trip briefing & post-de-briefing of Trip Managers (i.e. changes and or updates, post-trip accounting, discuss any on-road or product issues for escalation to Contracting or the Operations Director).
• Work closely with the Operations Admin Team on the administration of all that pertains to Trip Managers to ensure it complies with company policy and service standards. This includes TOPS, Airtable, Salesforce, Sharepoint, and TEAMS among other applications used for trip and team administration.
• Approval of weekly timesheets, expected hours of work templates for designated tour series, TM expense reports
• Assist in the areas of recruiting & hiring. Facilitate training, performance evaluations, and P&C administration of new and existing Trip Managers. This includes but is not limited to, start-of-season brand training, in-season coaching, and coordination of upskilling (shadowing) for existing TMs.
• Manage, analyze, and improve workflows to ensure deadlines for operations season are met in preparation for peak operating season and within the overall Tour Operators Business Cycle.
• Monitor and support all Quality Improvement efforts. This includes monitoring all aspects of the internal eCTQ survey process and Salesforce about NPS and supplier feedback. Work in conjunction with Contracting, Operations Director, and Operations Admin Teams to ensure trip components are meeting brand quality and service delivery standards.
• Manage the administration of Trip Timings (technical itineraries), Global Airtable & Guest Docs on an ongoing basis. Ensure the completion and accuracy of itineraries in line with brochure itineraries (both online and Guest Docs) for accurate and effective delivery of the products and services.
• Assist the Operations Director with Product Development for new and existing trip programs based on client feedback and Trip Manager feedback.
• Faculty of TMTS Inc (Tour Manager Training School), facilitates the training of all Trip Manager candidates
• Resolve operational issues with diplomacy and tact to achieve objectives and meet company standards for service excellence. Approach situations with a Team Player mentality to ensure the best outcome for both the company and the individuals involved.
• Be on-call to work with TMs and handle emergencies that may occur during trip operations. (Rotational)
• An active member of the TTC Tour Brands & Contiki Incident Response team

COMPETENCIES

• Proficiency in Microsoft Office applications (Office, Word, Excel, PowerPoint) required.
• Strong verbal and written communication skills required. Proactive, strategic mentality with the ability to communicate well and motivate others required. Ability to communicate with all levels of staff required.
• Vision correctable to 20/20 with reasonable accommodation required. Ability to look at a computer monitor for extended periods required.
• Able to sit for long periods and to use a computer, mouse, and keyboard is required. Able to lift 20 lbs with reasonable accommodation preferred.
• Strong analytical and problem-solving skills are required. Ability to accommodate a variable work schedule (occasional nights, weekends, and a high degree of travel) required.

EXPERIENCE

• 3+ years of professional experience, in a fast-paced operational environment, client services, partnership management, and product management required. Travel-related experience is required, specifically with an operational background.
• On-Road experience as a Trip Manager or Travel Director would be highly beneficial

TRAVEL & OTHER ARRANGEMENTS

• A high degree of travel throughout North America is required to assist with Quality Control of trip delivery and TM training and development.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

The Travel Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.