Operations Manager

📋 Description

• • Own end-to-end worldwide tour operations for a 50-year-old global travel powerhouse. You will orchestrate every moving piece—from the moment a booking is confirmed to the day travelers return home—ensuring itineraries, suppliers, and ground teams across 30+ countries execute flawlessly.
• • Lead, coach, and scale a high-performing operations team based in Taipei. You will set clear KPIs, run weekly performance clinics, and create succession paths so that every team member grows from transactional executors to strategic travel architects.
• • Translate customer and agent requirements into bullet-proof operational plans. Whether it’s a last-minute private jet for a VIP group or a sudden weather reroute for 300 passengers, you will redesign supply chains in hours, not days, while protecting margin and brand promise.
• • Partner daily with Country Managers, Sales, and Network Offices in APAC, EMEA, and the Americas. You will act as the single source of truth on inventory, capacity, and risk, enabling the sales force to promise confidently and deliver consistently.
• • Drive manpower optimization initiatives with the Head of Operations. Using data-driven workload analysis and lean-process thinking, you will identify bottlenecks, re-allocate resources, and pilot automation tools that cut manual hours without cutting service quality.
• • Own the cancellation deadline calendar and enforce SOP compliance across all markets. You will build exception-handling playbooks that turn potential revenue loss into re-booking opportunities and protect the company from supplier penalties.
• • Champion complaint resolution at speed and scale. You will build a triage system that categorizes issues by urgency and customer lifetime value, empower frontline staff with pre-approved remedies, and turn detractors into promoters within 24 hours.
• • Operate and continuously improve the company’s proprietary data-analysis platform. You will translate raw booking, cancellation, and supplier performance data into actionable insights that inform pricing, contracting, and product development decisions.
• • Act as the guardian of traveler safety and regulatory compliance. You will monitor global travel advisories, maintain crisis-response protocols, and coordinate with insurers and embassies to ensure duty-of-care obligations are never compromised.
• • Spearhead sustainability and responsible-travel initiatives. You will work with eco-certified suppliers, design low-carbon itineraries, and report on carbon-offset achievements to meet corporate ESG targets and resonate with the modern traveler.
• • Build a culture of continuous improvement. You will run quarterly Kaizen events, encourage cross-functional shadowing, and reward innovative ideas that shave minutes off processes or add dollars to the bottom line.
• • Represent the Operations function in annual strategic planning. You will translate five-year growth targets into three-year capacity roadmaps, supplier RFPs, and technology investments that keep the company three steps ahead of market demand.