Operations Manager

Routes Adventures is the Canadian provider for Road Scholar, a leader in small group learning adventures. When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar.

**About this role...**

What's our secret? Dedicated and talented staff who believe in our mission.

Join our fast-paced team and be a part of a dedicated, inclusive, and welcoming company.

As 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.
- Oversee workflow processes within the 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 day-to-day 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 series-wide 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 on-time 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.

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 an asset.
- Self-directed 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 participant experience
- 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.
- Some contracting skills required.
- Flexible to an ever-changing travel industry and educated in current events worldwide.

You need
- Bachelor’s degree with 5+ years related experience
- Experience in product development, operations, and costing
- Strong knowledge of Canadian geography
- Proficient in Microsoft Office Suite/Word, Excel, Outlook
- Knowledge of the travel industry combined with a love of travel and educational programming.
- Ability to travel to and attend trade functions and site inspections.

**Benefits**:

- Casual dress
- Dental care
- Life insurance
- On-site parking
- Vision care

Flexible Language Requirement:

- French not required

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Kingston, ON K7K 1Z7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Management: 5 years (required)

**Language**:

- English (preferred)

Work Location: In person