Regional Operations Manager

• Lead ongoing enhancements of operational and administrative processes across regional operations, key suppliers and shared services functions
• Coordinate with Product and Strategic Operations divisions to manage product lines and inventory efficiently and profitably
• Ensure accurate regional overhead budget forecasting, spend and tracking
• Contribute to destination management, including product mix, inventory strategy, quality management and supplier mix
• Contribute to regional staffing strategy across Regional Operations, Tour Staff and Shared Services functions
• Ensure trips run to budget and identify cost-reduction opportunities
• Collaborate on supplier selection, vetting and training
• Build and manage relationships with suppliers and DMC partners
• Travel within the region to inspect hotels, transportation and suppliers, provide support and attend industry events
• Develop the company’s presence within local tourism boards, associations and committees
• Uphold brand standards and manage relationships with third-party wholesaler brands
• Maintain communication and workflow across regional operations, shared services and internal stakeholders
• Lead and manage a remote team of office employees and tour staff across Oceania
• Oversee training programs for office employees, tour staff and local operators
• Foster company culture among employees, suppliers and tour staff
• Support travel style training initiatives
• Review traveller evaluations and develop improvement initiatives
• Champion new systems, initiatives and programs
• Analyze competitors and regional operators and apply value innovations across tours
• Lead tour staff and suppliers in maintaining safety and quality standards
• Manage critical incidents and emergencies in the field
• Support contingency planning for on-tour disruptions
• Ensure timely incident reporting
• Ensure safe and compliant tour operations and adherence to welfare policies and community tourism standards
• Own the emergency phone roster and participate in the emergency phone rotation as an escalation point
• Verify trip content, brochure and web content, trip flows and tour staff resources
• Monitor passenger feedback and regional correspondence for timely responses and issue resolution

• Minimum of 5 years’ experience in the travel industry, with extensive travel experience in the region
• Minimum of 2 years’ experience in an operations leadership role
• Experience in new product development and supplier negotiation is desirable
• Experience developing and implementing systems and procedures to improve operational efficiency
• Proficient in office administration, problem solving and organizational management
• Proficient in working across a diverse suite of platforms
• Ability to manage crises and take responsibility for the safety and well-being of others
• Ability to train, mentor and lead team members effectively
• Commitment to delivering high levels of customer satisfaction and ability to manage complex customer service issues
• Effective stakeholder management skills across a geographically and culturally diverse organisation
• Excellent communication, interpersonal, and relationship management skills
• Strong organizational skills with the ability to prioritize competing demands effectively
• A functional knowledge of relevant laws and regulations, relating to employment, passenger transport, and national parks visitation
• Right to Work in Australia or New Zealand

• Competitive Total Rewards Package, including exclusive travel perks!
• Additional days off, including on your birthday!
• Vacation time for you to recharge
• Enhanced Parental Leave
• Meaningful Employee Recognition Program
• Learning and Growth Opportunities
• Employee Resource Groups