tailor-made travel
Tour Operations Manager
At YMT Vacations, our goal is to provide our guests with affordable vacations they will remember for years to come. We assemble hotel, tour, sightseeing, and cruise components into a range of inclusive value-priced escorted tour and cruise vacation packages with talented and caring tour directors to guide our guests throughout North America and internationally. YMT Vacations is owned by Travelopia, the world’s largest collection of specialist travel brands. Each brand is individually operated, crafting unique experiences that are centered around specific destinations, passions, or interests.
We are looking to hire a Tour Operations Manager to join our team! Reporting to our Chief Operating Officer. In this role you will lead the tour coordination team to efficiently prepare and implement all YMT tours. Additionally, the role is responsible for the management of Tour Directors as well as their support while on tour. As a mentor to the team, you will focus on thoughtful preparation with internal and external customers in mind. During the operation of programs, you will take extraordinary care in ensuring that high standards are met to provide excellent guest experiences. In addition, this role will serve as emergency contact backup for all YMT tours.
What we’ll offer:
- Medical, Dental, Vision Plans
- 17 PTO Days/ 9 Paid Holidays/ Volunteer Day/ Birthday off
- Comprehensive benefits package including 401k match
- Employee Assistance Program
- Employee Group Travel benefits
What you’ll do:
- Lead, coach, and mentor a team of two Senior Tour Operations Specialists, ensuring department procedures are followed and workloads are effectively led.
- Hire, schedule, and oversee domestic Tour Directors, including reviewing and approving timesheets and expense reports to ensure policy compliance.
- Ensure all tour-related costs are accurately recorded in the booking system prior to departure; regularly review weekly and monthly reports and take corrective action as needed.
- Collaborate with the Product team to improve customer experience and increase tour revenue.
- Partner with the COO, Product team, Guest Services, and Tour Operations Specialists to resolve supplier or guest issues arising during tours.
- Develop and maintain strong relationships with suppliers (e.g., hotels, coach companies, transportation providers).
- Support the COO in implementing process improvements and leading operational initiatives.
- Ensure successful tour operations as measured by customer NPS, tour profitability, and overall customer satisfaction.
- Analyze tour feedback from multiple sources (NPS surveys, customer reviews, Tour Director reports) and work cross-functionally to recommend and implement tour enhancements.
- Independently run ongoing projects requiring written and verbal communication with department managers related to tour operations and standard operating procedures.
- Establish and maintain the company emergency duty calendar and support the on-call team in handling emergency calls and reporting customer issues.
What you’ll bring:
- 5+ years work experience at a Tour Operator or in a Travel related field
- Bachelor’s degree in Travel and Tourism or equivalent experience
- Experience in managing, coaching, and mentoring direct reports
- Well organized and driven to excel in a constantly evolving workplace
- Advanced knowledge of Microsoft Excel including pivot tables and formulas
- Strong analytical and problem-solving skills
- Financial acumen with the capability to handle profit margins and control costs
- Experience working with large business datasets through a data warehouse
- Experience with reservations and inventory management systems for tour operations
- Ability to communicate effectively on all levels
- Consistent track record to work under pressure and meet deadlines
- Ability to run multiple projects simultaneously and work in a fast-paced environment
Physical and/or Home Office Requirements:
- This position is a fully remote working within the United States.
- This is a full-time 40 hours a week position
- Reliable and secure internet: minimum of 30mbps download and 6mbs upload speed
- Dedicated workspace to protect company information and facilitate video meetings
We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.
Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: Talent@Travelopia.com
#LI-CR1 #LI-REMOTE
Apply