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Operations Manager
hace 2 meses
TourHero Inc. is a social travel platform that enables individuals to meet like-minded people through unforgettable journeys, bringing us closer as humans, one journey at a time. We're building an online marketplace to help plan unique epic adventures that enable travellers to meet other like-minded new people during their trips.
Our CommunityOur community is comprised of three main groups: TourHeroes, Travellers, and Operators. TourHeroes are our fellow explorers who craft travel experiences through our platform by designing the itinerary, setting the vibe, and curating the community. Travellers are individuals who are ready to embark on curated adventures designed by our passionate 'TourHeroes', eager to forge connections and create lasting memories. Operators are local partners who collaborate with TourHero, offering unique activities that immerse travellers in the heart of their communities.
The RoleWe're looking for an MBA Operations Manager to lead a team dedicated to creating exceptional group travel experiences for MBA students and professionals. As the successful candidate, you will oversee detailed trip planning, coordinate seamless operations, and ensure your team provides outstanding customer service through constant communication and support to guests and local operators. You will work closely with cross-functional teams to improve offerings, enhance processes, and contribute to TourHero's growth by delivering unforgettable travel adventures that leave a lasting impression.
Key Responsibilities- Lead and manage a team of 4 Operations Associates with their day-to-day objectives while fostering a collaborative and supportive environment, providing coaching, feedback, and growth opportunities.
- Work with our operators to develop trip itineraries tailored to the MBA market, ensuring exceptional guest experiences through cross-functional collaboration with teams like Customer Experience, Content, Engineering, Business Development, and Wellness Operations.
- Oversee end-to-end trip operations, from launch to post-trip activities, providing timely and personalised support to guests and local operators via various communication channels (phone, email, chat apps).
- Balance project management responsibilities with team leadership, delegating tasks effectively and driving process optimisation for increased efficiency.
- Handle and convert leads from the business development team. Assign leads to your team and efficiently manage the workload to maximise our conversion rate.
- Monitor and analyse key performance metrics, such as published trips and team targets, presenting reports during all-hands meetings to drive data-driven decision-making and resource allocation.
- 2-3 years of team management experience, preferably in the travel industry or startups.
- Experience in customer service or client-facing roles.
- Excellent written and verbal communication skills in English.
- Strong attention to detail and customer-focused approach.
- Ability to take ownership and ensure customer satisfaction.
- Project management skills, including problem-solving, prioritisation, and understanding project impacts.
- Customer-centric mindset, understanding customer needs and resolving issues.
- Ability to analyse situations from different perspectives and evaluate solutions.
- Proficient in data analysis, data presentation, information sorting, and using financial data for decision-making.
We offer a comprehensive benefits package, including 40 days holiday (including bank holidays), 15 days work from anywhere, and comprehensive health coverage. Our office is dog-friendly, and we provide RSUs to all employees. We're a dynamic and growing company, and we're looking for someone who shares our passion for creating unforgettable travel experiences.
