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Trip Operations Specialist

2 months ago

Cypress, California, United States The Travel Corporation Full time
Job Summary

The Travel Corporation is seeking an experienced Operations Manager to oversee the smooth execution of our trips and tours. As a key member of our operations team, you will be responsible for ensuring that our service delivery standards are met and exceeded.

Key Responsibilities
  • Pre-trip briefing and post-debriefing of Trip Managers, including changes and updates, post-trip accounting, and discussion of on-road or product issues for escalation to Contracting or the Operations Director.
  • Work closely with the Operations Admin Team on the administration of all aspects related to Trip Managers, ensuring compliance with company policy and service standards.
  • Approval of weekly timesheets, expected hours of work templates for designated tour series, and TM expense reports.
  • Assist in the areas of recruiting and hiring, facilitating training, performance evaluations, and P&C administration of new and existing Trip Managers.
  • Manage, analyze, and improve workflows to ensure deadlines for operations season are met in preparation for peak operating season and within the overall Tour Operators Business Cycle.
  • Monitor and support all Quality Improvement efforts, including monitoring internal eCTQ survey processes and Salesforce about NPS and supplier feedback.
  • Work in conjunction with Contracting, Operations Director, and Operations Admin Teams to ensure trip components meet brand quality and service delivery standards.
  • Manage the administration of Trip Timings (technical itineraries), Global Airtable, and Guest Docs on an ongoing basis.
  • Ensure the completion and accuracy of itineraries in line with brochure itineraries (both online and Guest Docs) for accurate and effective delivery of products and services.
  • Assist the Operations Director with Product Development for new and existing trip programs based on client feedback and Trip Manager feedback.
  • Resolve operational issues with diplomacy and tact to achieve objectives and meet company standards for service excellence.
Requirements
  • Proficiency in Microsoft Office applications (Office, Word, Excel, PowerPoint) required.
  • Strong verbal and written communication skills required.
  • Proactive, strategic mentality with the ability to communicate well and motivate others required.
  • Ability to communicate with all levels of staff required.
  • Vision correctable to 20/20 with reasonable accommodation required.
  • Ability to look at a computer monitor for extended periods required.
  • Able to sit for long periods and to use a computer, mouse, and keyboard is required.
  • Able to lift 20 lbs with reasonable accommodation preferred.
  • Strong analytical and problem-solving skills are required.
  • Ability to accommodate a variable work schedule (occasional nights, weekends, and a high degree of travel) required.
Experience
  • 3+ years of professional experience in a fast-paced operational environment, client services, partnership management, and product management required.
  • Travel-related experience is required, specifically with an operational background.
  • On-Road experience as a Trip Manager or Travel Director would be highly beneficial.