Hey Future Team Member,
We’re a small, passionate team committed to helping people see the world while developing new friendships and a greater cultural understanding. We live for unique experiences, life-changing moments, serendipitous interactions, and the memories made along the way. We’re big on teamwork and supporting one another. We love what we do, and there’s no stopping us from getting it done.
You’re an organized, forward-thinking operations pro with a positive, can-do attitude. You have a keen eye for detail, great follow-through on objectives, and a knack for solving problems on the fly. You are a multi-tasker and strong prioritizer who is happy to take responsibility for keeping the machine running, always catching potential snags before they happen.
You thrive in a fast-paced environment as a member of a passionate team but do not shy away from hunkering down and getting work done on your own. You have experience in the travel industry as well as experience as a manager, capable of nurturing strong relationships not only with your colleagues but also with suppliers.
Most importantly, you are a kind, have integrity, and derive joy from accomplishing goals as part of a team.
About the role:
You’ll be joining a small team within a company in its early stages that will have a lasting impact on the way people explore the world and connect with one another. Your role is to manage our trip operations in Asia and the Americas, overseeing the successful execution of FTLO trips in these regions, as the enthusiastic leader of a growing team of Operations Coordinators. You own trip budgets and itineraries for your regions, and are responsible for ensuring that both are managed successfully on the ground by our team of Trip Leaders. In addition, you lead your team in negotiating rates and terms, completing all bookings, and communicating traveler information accurately and in a timely manner.
Experience working in operations for a tour operator or destination event company, as well as a love for travel, is essential.
This position is fully remote, but a primary place of residence in one of the following time zones is required: GMT-4, GMT-5, GMT-6 (within one hour of Eastern Standard Time). Some international travel required.
Here’s what you’ll be doing:
Ownership of all supplier-focused operational activities, delegating responsibilities to coordinators or other direct reports for day-to-day updates
Ensure hotel allocations, transport reservations, activities, etc. are confirmed and paid, and correctly included in itineraries
Review financials for each trip and make sure that each departure is attaining the appropriate margin
Nurture relationships with suppliers across a multitude of markets and cultures to form mutually beneficial relationships
Attend travel industry conferences twice per year to connect with and source suppliers
Ownership of all trips in your region
Ensure all trip details are accurate and up-to-date in all places (Trip Leader documentation, website, customer communication platform, etc.)
Work with Director of Experience to build and improve trip itineraries, research activities and destinations, source suppliers
Manage new trip development and launch process, including organizing site visits to vet suppliers
Implement insights gained from the Marketing and Experience teams to constantly improve the quality of our trips
Constantly check feedback loop from travelers to implement trip improvements as soon as possible
Manage traveler capacity
Communicate constantly with suppliers and internal booking team to understand supply and demand for each trip, in order to maximize capacity
Notify suppliers of cancellations and room releases in a timely manner
Coordinate with the Sales and Marketing teams to align goals and optimize trip sales
Coordinate with Trip Leader Manager to oversee Trip Leader performance from operational perspective
Provide operations-related training and documentation to ensure success of Trip Leaders
Review and approve Trip Leader expenses
Ensure smooth communications between Operations team and Trip Leaders during, handling any supplier-related issues and emergencies (includes participating in rotational coverage of “Ops phone”)
Develop systems and processes to improve operations
Constantly monitor and review systems for accuracy and clarity, ensuring the team is up-to-date on project status and standing
Troubleshoot process issues to help remove roadblocks to the team’s success
Work side-by-side with senior leadership to define pricing, objectives, and longer-term strategy and goals
At least 6 years of work experience, 2 of which must be in a position of management
Experience in travel or tourism operations, ideally in an international context and/or with multicultural teams
High level of ability with complex spreadsheets and data management systems
Strong problem-solving skills, creativity, out-of-the-box thinking
Ability to remain extremely organized and detail-oriented while managing multiple projects simultaneously
Excellent written and verbal communication
Willingness to be “on call” on evenings and weekends
Permanent residence in GMT-4, GMT-5, or GMT-6 time zone and legal authorization to work and be paid in your country of residence
Fluent English required; Spanish fluency highly preferred
Love for travel and belief in the FTLO mission
To apply, please submit your resume and a short cover letter to firstname.lastname@example.org with the following subject: Application for Operations Manager, Asia & Americas – [Full Name]. Applications without a cover letter will not be considered.
We will reach out to qualified candidates. (Resumes that are longer than 2 pages will not be considered)
Equal Opportunity Employer
FTLO Travel 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.
To all recruitment agencies – we do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.