Bookings & Operations Manager (Travel/Tours) [CLOSED]

About the company

We’re a small but quickly growing travel company specialising in group trips for solo travellers in their 30s and 40s.

We run trips in 15+ destinations around the world, have customers join us from many different countries, and have an extensive network of partners in the places we operate.

As we scale, it’s essential we develop robust operation processes and systems to ensure that we continue to deliver the same high quality customer experience that our guests have come to expect.

We’re now looking for a Bookings & Operations Manager (Travel/Tours) to join our team and lead our back-office operations!

About the role

Ultimately you will be responsible from the point of initial customer enquiry, through to them booking and joining a trip, and all the steps in between.

This includes:-

• Responding to customer enquiries/leads to provide them information about our tours
• Managing customer bookings and ensuring they are well briefed ahead of joining our tours (including email comms, pre-trip documentation & creating WhatsApp groups)
• Owning the operational relationship with our local partners (DMCs), working closely with them to schedule & manage trips
• Interviewing tour leaders and training them on our specific style of running trips
• Handling supplier payments
• Managing issues which arise before, during or after a tour – these can be logistical, people related or external events etc…
• Reviewing trip feedback and ensuring that any issues are addressed
• Documenting all of our operational procedures (SOPs)
• Taking the lead in transitioning us onto new systems (e.g CRM, reservation software, online payments, internal collaboration tools etc…)
• Defining and monitoring a set of operational KPIs

This role is a mix of hands-on and thought leader/decision maker. To begin with you will do most of the day-to-day operational work yourself, but you will also take the lead in systemising our current processes – getting us ready to handle more capacity and eventually building out our wider operations team.

About you

You should be able to clearly demonstrate the following:-

• Experience in travel and specifically in tours is highly preferred
• 5+ years experience in a similar operational role
• Native level English (both written and spoken)
• Excellent attention to details (we will test for this so please only apply if you genuinely think of yourself as someone with above average attention to detail)
• Experience with CRM, reservation software: Airtable knowledge is a huge plus
• Great decision making skills – this role is all about making quick decisions when things don’t go exactly to plan
• Thought leadership – after getting up to speed on how we currently do things, we expect you to take the lead on how to get us to the next level of operational efficiency, especially in terms of automating some of our current manual processes and implementing new software/AI solutions
• Ability to lead and grow a team – this will initially be a very hands-on role but you will be expected to grow a team over time
• Dynamic – you must be willing to do a bit of everything and be excited about the prospect of working in a startup environment
• A strong affinity with our customer demographic – solo travellers in their 30s and 40s

What's in it for you?

• $2000–$3000 USD per month (depending on experience) *
• Full-time and fully remote role (40 hrs per week)
• Working Mon-Fri 9am-6pm in your local timezone (there will need to be some agreed overlap with UK)
• Plenty of autonomy in the role
• Opportunity to join some of our trips (to review trip delivery)
• Potential to grow in the role and increase in salary, depending on the performance

This is a fantastic opportunity to come in and join a company early in its journey, with the potential for you to work on something meaningful and to make a huge impact.

*Notes

- Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.

How to apply?

If you apply, we will respond promptly and keep you updated throughout the process.

Please expect the hiring process to include:

1 - Clicking “Apply” and providing your CV & cover letter stating why you are the right fit for this role

2 - Completing test tasks, if short-listed

3 - Attending video interviews where you will have the opportunity to talk more about your previous experience and the new role

 This position will be closed as soon as we find the perfect match. So, make sure to read the description carefully and take your time to submit a high-quality application that stands out.