Operations Manager

Operations Manager
Reports to: General Manager
Location: Niagara Region, ON
Employment Type: Full-Time

Position Summary

Are you a hands-on leader with a passion for delivering unforgettable guest experiences? Do you thrive in high-energy, fast-paced environments and love the dynamic nature of seasonal attractions?

Niagara Adventure Excursions (NAE) is searching for a driven and people-focused Operations Managerto oversee the day-to-day success of our growing organization. As the right hand to the General Manager, you will play a pivotal role in aligning team performance with operational excellence ensuring smooth execution, a strong safety culture, and memorable guest interactions at every touchpoint.

This is an exciting opportunity for a motivated professional who enjoys rolling up their sleeves, solving challenges in real-time, and driving continuous improvement.

Key Responsibilities

Operational Leadership

- Direct the daily activities of departmental supervisors; foster strong communication and collaboration across teams.
- Maintain a visible presence across all operations to ensure efficiency, staff support, and immediate response to issues.
- Manage staff schedules, approve timecards, and coordinate with Finance for timely payroll processing.
- Oversee seasonal planning, including operating schedules and coordination with internal departments and partners (e.g., Niagara Parks Commission).

Team Management & Development

- Support recruitment, onboarding, and training of seasonal staff in collaboration with Supervisors, HR and the GM.
- Provide coaching, performance feedback, and hands-on leadership to frontline supervisors.
- Promote a positive and accountable work culture that reflects NAE’s service standards and values.

Guest Experience

- Champion a guest-first mindset across all departments.
- Proactively address guest feedback and identify trends to drive continuous service enhancements.
- Lead initiatives to improve guest satisfaction through technology, training, or process improvements.

Health & Safety

- Serve as the Management Representative on the Joint Health & Safety Committee.
- Promote a safety-first culture and ensure all staff are properly trained and compliant with safety procedures.
- Respond to after-hours alarm calls in coordination with the designated security company.

Strategic & Financial Support

- Operate within the annual budget as set by the General Manager.
- Identify and present ideas for revenue growth or operational efficiencies.
- Submit capital item requests annually to support planning and improvements.
- Ensure all company spending is pre-approved by the General Manager.

Additional Responsibilities

- Represent NAE at leadership events such as the annual Franchisee Summit; provide reporting to the GM.
- Attend internal ownership or management meetings as requested.
- Ensure proper delegation and communication protocols are in place during personal time off.

Qualifications & Skills

- 3–5 years of progressive leadership experience in operations, hospitality, tourism, or seasonal attractions.
- Strong organizational and decision-making abilities with a track record of managing diverse teams.
- Excellent interpersonal, verbal, and written communication skills.
- A proactive problem-solver who thrives in a dynamic environment.
- Solid understanding of workplace health & safety standards and compliance.
- Availability to work a flexible schedule, including evenings, weekends, and holidays during peak season.

Why Join Niagara Adventure Excursions?

- Be a key leader in shaping unforgettable experiences for guests from around the world.
- Join a passionate team at one of Niagara’s top adventure destinations.
- Competitive compensation and growth potential in a collaborative, fun environment.

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