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Program Manager

3 months ago

Kingston, Ontario, Canada Routes Adventures Full time

As a Routes Adventures Program Manager, you will manage our tour operations in Canada, ensuring a high level of performance and sustainable growth.

As the principal lead of RA's program portfolio, you will work internally and externally to develop creative and innovative educational travel programs that meet revenue targets and exceed quality goals.

Excellent leadership skills, product and destination knowledge, teamwork, and communication skills are key to the success of this role.

You will

  • Manage the overall administration and oversight of capacity planning and inventory management, program budgets, and ongoing program development including new content.
  • Coach, mentor and supervise program operations staff and group leaders, including onboarding of new hires, training and performance reviews.
  • Lead workflow processes within program operations teams. Define and guide team activities and communications to ensure best practices, adherence to standards and optimal efficiency.
  • Provide accurate and timely information to all internal teams as necessary with daytoday needs.
  • Proactively monitor program quality through participant evaluations and satisfaction scores. Determine areas for improvements and create plans to increase the Net Promoter Score to meet or exceed RA's goals. Ensure the program team implements changes on a serieswide scale where necessary.
  • Prepare competitive analysis to inform portfolio strategy, program positioning, inclusions and costs targets.
  • Work with the finance manager to assess program profit and loss, costing analysis and capacity planning ensuring inventory and costs align with budget.
  • Supervise and ensure ontime submission of program information and pricing, including internal systems updates, to meet marketing timelines.
  • Assume a lead role in Critical Incident Management in the field and oversee participant emergency communication and incident reporting. Ensure emergency procedures are followed as required.
  • Supervise the afterhours support lead to ensure emergency phone's procedures are adequate, up to date, sustainable and provide the best support to infield staff and participants.
Knowledge and Skills

  • Manage program research, design, and development to ensure appropriate product quality, positioning, and profitability.
  • Operational experience in the group travel/tourism sector preferred.
  • Selfdirected individual who can lead multiple projects simultaneously.
  • Possess a strong grasp of business processes and analytical skills. You hold a practical understanding of how decisions impact financial position and quality.
  • Successful in influencing others, leading/managing teams, and communicating clearly.
  • Demonstrates strong leadership skills, a proactive and positive professional with the ability to work well under pressure.
  • Focus on quality and the complete participant experience and needs.
  • Flexible and agile while maintaining excellent time management skills and always complete assigned tasks in a timely manner.
  • Possess advanced verbal and written communication skills which allow you to effectively negotiate, convey and explain information.
  • Strong problem solving and critical thinking skills and an ability to work well independently, set goals, be versatile and demonstrate initiative when needed.
  • Solid negotiating skills helpful but not required.
  • Flexible to an everchanging travel industry and educated in current events worldwide.
You need

  • Bachelor's degree with 57+ years of related experience
  • Proven experience in program management in the travel and/or hospitality industries
  • Proven experience in product and itinerary development, operations, and costing
  • Strong knowledge of Canadian geography
  • Competent in the use of Microsoft Office Suite
  • Product knowledge combined with a love of travel and educational programming.
  • Ability to travel to and attend trade functions and site inspections.

Pay:
From $65,000.00 per year

Benefits:

  • Casual dress
  • Dental care
  • Life insurance
  • Onsite parking
  • Vision care

Flexible Language Requirement:

  • French not required

Supplemental pay types:

  • Bonus pay

Education:

  • Bachelor's Degree (required)

Experience:

  • Management: 5 years (required)

Language:

  • English (preferred)

Work Location:
In person