Operations Manager, Destination America

**Department**: Operations Brands Destination America (TTC Tour Brands & Key Accounts) **Reports to**: Director of Operations **Direct Reports**: On Road Team (TDs) Key Responsibilities Trip Readiness & Operational Setup - Collaborate on pre-departure preparations for assigned trips with the Operations Admin, Contracting, and Travel Experiences teams as needed. - Create, update, and maintain detailed itineraries ("technicals") and operational components in line with brand and client standards. - Manager special needs and accessibility requests (dietary, mobility, medical) to ensure ADA compliance and exceptional guest care. Service Delivery & Trip Oversight - Monitor trip performance throughout the season, proactively resolving issues and escalating when needed. - Track partner and service quality, sharing feedback through structured reviews through mid - and post-season meetings. - Prepare for and oversee VIP or partner travel, ensuring all special arrangements and requests are executed flawlessly. Travel Director/Trip Manager Support & Development - Conduct pre-trip briefings and post-trip debriefings to align Tour Directors/Trip Managers with brand standards and trip updates. - Provide ongoing feedback to Tour Directors/Trip Managers, sharing insights with the Director of Operations (and workstream leads where appropriate) on performance and training needs. - Coordinate Tour Director logistics such as transfers, relocation, accommodations, and administrative documentation (finance workbooks, advances, etc.) Stakeholder & Partner Relations - Build and maintain strong relationships with internal teams and third-party partners to ensure smooth trip execution. - Support TTC and Key Account/Custom Group customers with operational requests, including group transfers, guest coordination, or lost-item follow us. - Communicate proactively with partners to clarify service expectations and uphold consistency across all departures. Collaboration, Systems & On-Call Support - Participate in after-hours on-call rotation to resolve guest or operational emergencies in real time. (This will include scheduled weekend rotations throughout the year). - Collaborate across teams on seasonal infrastructure setup (Teams, SharePoint, Salesforce, TOPS, TD website, etc.) and annual events such as the Trip Manager & Travel Director Meeting. - Contribute to process improvement by observing and participating in live trips, preparing reports, and sharing recommendations for future enhancements. - Travel on short notice within the US and Canada is a function of the role and non-negotiable. **Requirements**: - Deliver operational excellence by proactively managing all assigned trips, resolving on-trip issues promptly, and ensuring guest and partner concerns are handled with professionalism and care. - Drive guest satisfaction by maintaining high-quality service standards and contributing to improved Net Promotor Scores (NPS) across assigned programs through strong Tour Director/Trip Manager support, supplier collaboration, and trip readiness. - Ensure financial accuracy by managing trip budgets, monitoring expenses, and confirming timely and complete submission of Travel Director accounting and trip closeout documentation. - Maintain clear communication and collaboration with internal departments, Travel Directors, and external partners to ensure alignment, transparency, and consistency across all departures. - Contribute to continuous improvement by identifying operational pain points, sharing feedback through structured review meetings, and supporting the rollout of process enhancements and system updates. - Model professional excellence through strong time management, solution-oriented decision-making, and adherence to company standards and brand values, setting a positive example for peers and field staff alike. Key Individual Traits - Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment. - Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures. - Resilience: Remains clam and effective under pressure, persistent through challenges, and driven to achieve long-term goals. Experience - 2+ years of experience in travel operations, group travel management, or related hospitality fields, with a strong understanding of logistics and service delivery. Previous experience as a Trip Manager or Travel Director is highly valued. - Demonstrated ability to manage multiple priorities, balance deadlines, and maintain accuracy under pressure in a fast-paced environment. - Proficiency in Microsoft Office 365 (Teams, SharePoint, Excel, Outlook); familiarity with tools such as Airtable and Salesforce is preferred. - Strong written and verbal communication skills, with the ability to build productive relationships across internal teams, suppliers, and Travel Dir