Job Description

Department:

Operations

Brands Destination America (TTC Tour Brands & Key Accounts)

Reports to:

Director of Operations

Direct Reports:

On Road Team (TDs)



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 Travel Directors from start to finish, in close collaboration with the Operations Admin team. This role will also assist in recruiting, onboarding, scheduling, and general management of the On Road Team.



Key Responsibilities

Trip Readiness & Operational Setup

Collaborate on pre-departure preparations for assigned trips with the Operations Admin, Contracting, and Travel Experiences teams as needed. Create, update, and maintain detailed itineraries ("technicals") and operational components in line with brand and client standards. Manager special needs and accessibility requests (dietary, mobility, medical) to ensure ADA compliance and exceptional guest care.

Service Delivery & Trip Oversight

Monitor trip performance throughout the season, proactively resolving issues and escalating when needed. Track partner and service quality, sharing feedback through structured reviews through mid- and post-season meetings. Prepare for and oversee VIP or partner travel, ensuring all special arrangements and requests are executed flawlessly.

Travel Director/Trip Manager Support & Development

Conduct pre-trip briefings and post-trip debriefings to align Tour Directors/Trip Managers with brand standards and trip updates. Provide ongoing feedback to Tour Directors/Trip Managers, sharing insights with the Director of Operations (and workstream leads where appropriate) on performance and training needs. Coordinate Tour Director logistics such as transfers, relocation, accommodations, and administrative documentation (finance workbooks, advances, etc.)

Stakeholder & Partner Relations

Build and maintain strong relationships with internal teams and third-party partners to ensure smooth trip execution. Support TTC and Key Account/Custom Group customers with operational requests, including group transfers, guest coordination, or lost-item follow us. Communicate proactively with partners to clarify service expectations and uphold consistency across all departures.

Collaboration, Systems & On-Call Support

Participate in after-hours on-call rotation to resolve guest or operational emergencies in real time. (This will include scheduled weekend rotations throughout the year). Collaborate across teams on seasonal infrastructure setup (Teams, SharePoint, Salesforce, TOPS, TD website, etc.) and annual events such as the Trip Manager & Travel Director Meeting. Contribute to process improvement by observing and participating in live trips, preparing reports, and sharing recommendations for future enhancements. Travel on short notice within the US and Canada is a function of the role and non-negotiable.

Requirements

Deliver operational excellence by proactively managing all assigned trips, resolving on-trip issues promptly, and ensuring guest and partner concerns are handled with professionalism and care. Drive guest satisfaction by maintaining high-quality service standards and contributing to improved Net Promotor Scores (NPS) across assigned programs through strong Tour Director/Trip Manager support, supplier collaboration, and trip readiness. Ensure financial accuracy by managing trip budgets, monitoring expenses, and confirming timely and complete submission of Travel Director accounting and trip closeout documentation. Maintain clear communication and collaboration with internal departments, Travel Directors, and external partners to ensure alignment, transparency, and consistency across all departures. Contribute to continuous improvement by identifying operational pain points, sharing feedback through structured review meetings, and supporting the rollout of process enhancements and system updates. Model professional excellence through strong time management, solution-oriented decision-making, and adherence to company standards and brand values, setting a positive example for peers and field staff alike.

Key Individual Traits

Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment. Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures. Resilience: Remains clam and effective under pressure, persistent through challenges, and driven to achieve long-term goals.

Experience

2+ years of experience in travel operations, group travel management, or related hospitality fields, with a strong understanding of logistics and service delivery. Previous experience as a Trip Manager or Travel Director is highly valued. Demonstrated ability to manage multiple priorities, balance deadlines, and maintain accuracy under pressure in a fast-paced environment. Proficiency in Microsoft Office 365 (Teams, SharePoint, Excel, Outlook); familiarity with tools such as Airtable and Salesforce is preferred. Strong written and verbal communication skills, with the ability to build productive relationships across internal teams, suppliers, and Travel Directors. Proven reliability and professionalism, including participation in the on-call rotation and flexibility to travel as business needs require. High attention to detail, organization, and proactive problem-solving skills with a focus on exceptional service delivery.

Travel & Other Requirements

Occasional travel throughout North America required to assist with Quality Control of trip delivery and TD development. Quarterly office visits to Cypress, CA (1 week at a time).

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.