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Operations Manager

January 2022

Reporting to the Head of Operations, the Operations Manager will drive and manage the day-to-day aspects of VBR's supplier facing operations team. S/he will lead the team that provides operational and logistical support to the business and ensure processes and functions are conducted in a timely, accurate, cost-efficient manner.

Responsibilities

  • Manage the team responsible for the fulfillment of customer reservations ensuring they are processed accurately, thoroughly and in a way that exceeds customer expectations while minimizing costs
  • Supervise the team(s) responsible for post-booking customer support and operational execution of vacation itineraries
  • Responsible for the successful resolution of incoming in-travel and post-travel customer complaints; oversee customer communication and messaging; work cross-departmentally to solve issues and prevent future complaints
  • Build, foster, and maintain business relationships with key suppliers; leverage relationships as needed to reduce fees/costs, secure preferential treatment, improve customer experience, etc.
  • Identify, scope and execute projects and tasks to optimize business processes and enhance the team's productivity and efficiency without impacting accuracy or customer satisfaction
  • Oversee the development and ongoing refinement of the process to execute tasks related to ancillary sales, deviations and/or any other modifications or changes to existing bookings post-booking, pre-travel
  • Direct team to ensure all incoming requests for support and collaboration are prioritized and handled in a timely and professional manner. Anticipate problems and ask probing questions in order to respond effectively
  • Ensure rigorous QA of bookings, leveraging automated and/or manual efforts as required
  • Identify, investigate and implement technical and/or system solutions to streamline processes
  • Advocate for exceptional customer experience; proactively identify and drive the development and implementation of solutions that improve customer experience, satisfaction and retention
  • Collaborate and work with cross-functional partners in Sales, Systems, Marketing, Product and Tour Operations teams in the US & UK to identify and implement solutions to customer and/or operational issues
  • Train team and other stakeholders on new processes and procedures

Qualifications

  • Bachelor's degree, preferably in operations, engineering or general business   
  • Minimum five years' working experience in customer service, operations, logistics or similar fields
  • Customer-driven approach and mindset
  • Strong problem-solving and time management skills
  • Self-starter with hands-on approach and demonstrated ability to work efficiently  
  • Team player with excellent leadership skills
  • Articulates thoughts and ideas clearly, concisely, and persuasively (both written and verbal)
  • Superior attention to detail   
  • Tech-savvy with proficiency in Microsoft Office and Excel
  • Self-starter with hands-on approach and ability to multi-task
  • Travel industry experience, preferably with a tour operator or leisure business

 

To apply: Send your resume to [email protected]