Operations Manager Travel / Tourism

Job Title:
Operations Manager Travel / Tourism
Job Location:
Midwest
Relocation:
No
Position Level:
Manager
Position Report To:
President
Position Responsibilities:
  • Manage the process and team responsible for the fulfillment of customer reservations ensuring they are processed accurately, thoroughly and in a way that exceeds customer expectations while minimizing costs
  • Oversee the develop and ongoing refinement of the process to execute tasks related to ancillary sales, deviations and/or any other modifications or changes to existing bookings post-booking, pre-travel
  • Direct team to ensure all incoming requests for support and collaboration are prioritized and handled in a timely and professional manner. Anticipate problems and ask probing questions in order to respond effectively
  • Supervise the team(s) responsible for post-booking customer support and operational execution of vacation itineraries
  • Achieve operational efficiency through measurement of process optimization and rigorous QA
  • Lead initiatives that increase employee productivity and/or create operational efficiencies without impacting accuracy and/or customer satisfaction
  • Identify, investigate and implement technical and/or system solutions to streamline processes
  • Advocate for exceptional customer experience; proactively identify and drive the development and implementation of solutions that improve customer experience, satisfaction and retention
  • Collaborate and work with cross-functional partners in Sales, Systems, Marketing, Product and Tour Operations teams in the US & UK to identify and implement solutions to customer and/or operational issues
Percent Travel:
10%
Direct Reports:
Yes
Experience Required:
  • Bachelor’s degree, preferably in operations, engineering or general business   
  • Minimum five years’ working experience in customer service, operations, logistics or similar fields
  • Customer-driven approach and mindset
  • Strong problem-solving and time management skills
  • Self-starter with hands-on approach and demonstrated ability to work efficiently  
  • Team player with excellent leadership skills
  • Articulates thoughts and ideas clearly, concisely, and persuasively (both written and verbal) •        Superior attention to detail   
  • Tech-savvy with proficiency in Microsoft Office and Excel
  • Self-starter with hands-on approach and ability to multi-task
  • Travel industry experience, preferably with a tour operator or leisure business
Education Required:
BS/BA
Other Remarks: