Operations Manager

ABOUT US

We are driven by service through PASSION, PEOPLE & PURPOSE. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you.

HOW YOU’LL WORK

We’re energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.

We offer a flexible work environment - in person in exciting offices and virtually with leading technology. Working together across markets, teams, and disciplines ensures everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.

PERKS

• After your first year, you get an annual travel credit of $1,250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow – we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid work days each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.

POSITION SUMMARY

The Operations  Manager (OM) 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. The Operations  Manager is the recognized, informed, and credible source of information  for questions from selling regions or brands (within TTC), internal customers  (within DA), external customers (outside TTC), guests or other potential  sources. In addition, this position  supports the development, training, recruitment, and onboarding of Travel  Directors, and supports the organization and execution of the annual Travel  Director Meeting.

Training will be in person for a few weeks before transitioning to a hybrid work model. 

Please note that our office is currently located in Cypress, California, but we will be relocating to Costa Mesa, California in June 2025.  

KEY RESPONSIBILITIES

• Proactively manage all pre-departure preparations for the assigned trips. This includes but is not limited to, generating new or updating the existing detailed trip itineraries (technicals), reviewing all trip components and details to ensure alignment with the trip itineraries (technicals), verifying compensation and accounting components, and any other operational setup and maintenance of the trip components.
• Monitors the performance of the ongoing trips, services, and partners, takes corrective action where appropriate and provides necessary internal updates throughout the season. Prepare periodic updates on improvement opportunities for the assigned programs for structured meetings.
• Develop and maintain positive relationships with product partners, including hotels, coach companies, restaurants, and attractions, TTC and DA peers, and third-party operator contacts.
• Assist TTC and third-party customers with operational needs or requested services for guests on trips. This can range from group transfer requests, to facilitating contact with guests on trips, noting arriving or departing instructions, lost or stolen items and other related services TTC or third-party customers may need arranged on behalf of their guests.
• Manage Special Needs requests, including but not be limited to, meal requests and preferences, requests for specific guest needs, mobility issues (scooters, wheelchairs etc.), health issues (CAP machines, insulin requests, etc.), with strong focus on ADA compliance and other medical conditions that may arise.
• Proactively prepare for and monitor VIP travel, key business partners and employees of TTC and third-party customers on trips.
• Firmly understand brand and client expectations and service details for each series and departure. 
• Conduct pre-trip briefings and post-trip debriefing with the TDs to ensure that communicated standards are upheld and departure details and itinerary correctly understood and operate. 
• Provide continuous feedback and intelligence to the Director of Operations throughout the season with respect to TD performance metrics and potential training needs.
• Assist with other administrative trip components such as, but not limited to, TD advances, TD finance workbooks, TD expected hours worked templates, guest/customer pre-trip emails and welcome letters, rooming lists, and bookings.
• Participate in the assigned on-call rotation after-hours and on weekends to resolve guest or customer issues following established procedures or elevate emergencies as necessary.
• Work as a team player and complete additional duties and responsibilities as required and assigned (includes but is not limited to work performed for the seasonal setup of departmental infrastructure, participation in and attendance at the yearly Travel Director Meeting and shadowing an over-the-road trip to evaluate and report on Travel Director performance).
• Other duties as required and assigned.

ADDITIONAL RESPONSIBILITIES

• Develop and implement training materials and resources for new and existing Travel Directors to ensure alignment with operational standards, brand expectations, and guest service excellence.
• Support the hiring process for Travel Directors in partnership with the Director of Operations, including reviewing applications, updating Recruitment base in Airtable with candidate information, participating in interviews, and evaluating candidate fit.
• Possible attendance at Travel Director recruitment events or virtual sessions (ie: TripCon, IATDG Conference, ITMI Symposium, etc). 
• Develop and implement a supportive transition plan for Contiki Trip Managers who are hired as Open Age Brand Travel Directors. 
• Assist in the onboarding process for newly hired Travel Directors by providing logistical coordination, initial training materials, and timely communication to prepare them for their first departure.
• Regular and timely communication with new Travel Directors during their first departure and participation with the assigned Operations Manager in the first debrief call. 
• Support for the organization and execution of the annual Travel Director Meeting toward the development of TD skills and development in conjunction with the Director of Operations (Open Age Brands) and Director of Operations (Contiki).

QUALIFICATIONS

• 3 years of travel related experience operating inbound groups or reservations specifically: logistics management or customer service 
• 3 years of experience as a Travel Director (or related title) with an adult tour operator in North America highly preferred. 
• Proficiency in Microsoft Office365 applications (Teams, Sharepoint, Forms, Lists) required. Internet proficiency required. Knowledge of or the ability to learn in-house operating systems required (Airtable, Salesforce).
• Excellent written and verbal communication skills required; ability to build and maintain good working relationships with stakeholders at all levels inside and outside the organization required.

ADDITIONAL QUALIFICATIONS:

• Manage multiple tasks and balance competing prioritieS
• Work under-pressure and have a sense of urgency
• Strong attention to detail and a high degree of organization
• Relate well to a wide variety of personalities
• Proactively identify problems and suggest resolutions 

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

The Travel Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.