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 Operations Manager, you will manage day-to-day tour operations in Canada, ensuring a high level of performance and growth. The Program Operations Manager is responsible for planning and development of the program team, implementing quality assurance practices, and managing overall participant satisfaction.

Excellent leadership and communication skills, product and destination knowledge and teamwork are key to the success of this role.

You will…

• Manage Program Operations team of 8 to 10 people and Group Leader/Field Staff
• Develop and foster a culture of collaboration and innovation.
• Create strong internal brand engagement.
• Coach, mentor and supervise program operations staff and group leaders, including onboarding of new hires, training and KPI management.
• Guide team activities and communications to ensure best practices, adherence to standards and optimal efficiency.
• 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 Routes Adventures’ goals. Ensure the program team implements changes on a series-wide scale where necessary.
• Assume a lead role in Critical Incident Management in the field and oversee participant emergency communication and incident reporting.

Knowledge and Skills

• 5 years experience in management preferably in the travel sector.
• 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 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
• Possess advanced verbal and written communication skills which allow you to effectively negotiate, convey and explain information.
• Flexible to an ever-changing travel industry and educated in current events worldwide.

You need…

• Bachelor’s degree with 5 years related experience
• 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.

Job Type: Full-time

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