Director of Operations, Europe
Employment Information
Job Description
Director of Operations managing travel experiences for G Adventures in Europe. Overseeing regional growth, profitability, and team management while fostering local community relationships.
Responsibilities:
- Drive annual growth, profitability, and Net Promoter Score (NPS) objectives by collaborating with senior leadership and ensuring regional alignment.
- Identify and cultivate new trip ideas, relationships, and market opportunities to foster regional growth, differentiation, and cost-effectiveness.
- Develop and manage profitable on-tour ancillary revenue streams that align with the service needs of G Adventures travelers.
- Work with the centralized yield team to optimize trip profitability across product tiers and identify areas for sales, marketing, and yield intervention.
- Stay current with local regulations to ensure the company maintains a competitive and reputable market position.
- Lead, manage, and develop high-performing Operations teams in a dynamic environment.
- Partner with the Global Talent team to attract, hire and retain top talent across all business areas.
- Foster an engaged staff, strong company culture and adherence to core values.
- Oversee annual performance reviews for direct reports and ensure all staff reviews are completed.
- Inspire and guide CEO management teams to be fully integrated and engaged with the company, the brand and the travelers.
- Champion diversity and inclusion by ensuring regional team representation and opportunities for participation in regional and global events like GX.
- Establish and execute contracting objectives with the buying team to control tour costs and achieve maximum savings and efficiencies.
- Ensure strict adherence to supply chain guidelines.
- Build and maintain strong supply chain relationships, professionalizing the process to guarantee high-level service for the company and our travelers - with a focus on efficient blocking and holding of future tour dates.
- Commit to and implement best practices for delivering exceptional service to all Destination Management Company (DMC) relationships.
- Collaborate with Regional Operations Managers and Supervisors to maintain efficient and effective processes based on centralized guidelines, facilitating seamless inter-departmental and inter-office communication.
- Encourage and disseminate best practices within and across responsible teams, and to Basecamp operations and other regions.
- Work with the centralized service and admin team to ensure daily Reservations, Accounts Payable (AP) and CEO Admin support for the regions.
- Manage office overhead budgets in line with the Finance team and Vice President of Operations guidelines, ensuring operations run on or under budget annually.
- Prioritize the safety and security of passengers and staff in all operational decisions and procedures.
- Lead Critical Incident Management (CIM) as required, supported by the global CIM team.
Requirements:
- University Degree in a relevant field such as Operations, Business, or a related discipline.
- Minimum 5 years of experience in the travel and tourism industry.
- At least 5 years of senior-level management experience.
- Proven experience working and conducting business within the specified regions.
- Demonstrated ability to effectively manage remote teams.
- Extensive personal travel history, particularly within the region, showcasing a deep understanding of the local landscape and culture.
- Strong commitment to delivering exceptional service and enhancing the traveler experience.
- Proficiency in B2B negotiation and contracting.
- Demonstrated ability to cultivate strong, long-term business relationships.
- Robust general business acumen, encompassing budgeting, strategic planning, written and verbal communication, financial management, basic legal understanding, project management, and organizational skills.
- A proven ability to motivate, lead, develop, and coach teams with a collaborative, team-focused approach.
- Demonstrated decision-making abilities coupled with a proactive and decisive leadership style.
Benefits:
- Competitive salary commensurate with the role
- Competitive benefits package
- Birthday day off
- Vacation time for you to recharge
- Enhanced Parental Leave
- Learning and growth opportunities
- Employee Resource Groups *Applicable based on location*
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