Regional Operations Manager, Eastern Europe, Turkey

About Us

G Adventures is the world's largest small-group adventure travel company and we've been making epic travel memories happen on all seven continents for over 30 years.

Our mission is simple: to change lives through travel. And not just our travelers' either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.

With the demand for travel coming back strong, we are set up and excited for this next chapter in our company's story — and we'd love for you to be a part of it.

Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You'll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.

If all that sounds like your kind of thing, well, we can't wait for you to join us.

About the role:

The Regional Operations Manager Eastern Europe, Turkey & Israel (Gate & Bridge reporting offices) is responsible for the overall operational success of all G Adventures groups, independent, custom and charter partner travel programs within the region. The successful candidate will be a strong people manager, and provide leadership to drive and steer the strategic development of this Region.

 Responsibilities

• Strategic business planning for region

• Create and manage the Regional Operations overhead budget

• Ensure an average of 70 NPS or higher is obtained on trips running in the region, and to present a detailed review of NPS every three months, as well as monitoring the NPS on individual trips codes weekly. 

• Manage implemented trip budgets (COGS) to align with budgeted costs, including continuously looking to improve operating margins and supervising the Field Staff Supervisor throughout the whole of the region.

• Partner with relevant stakeholders to monitor trip costing, convey updates and develop sustainable ancillary revenue generators across the region.

• Develop and manage business relationships with suppliers in partnership with relevant stakeholders, and to gain revenue from sales of ancillary activities and other products.

• Represent G Adventures at trade shows and events where required to do so.

• Ensure that global sales teams are supported at all times.

• Coordinate and assist in ground support for logistical issues during trips and assume a lead role in Critical Incident Management (CIM) in the field, managing local emergency procedures as required, as well as regional emergency phones, ensuring they are maintained and looked after at all hours.

• Ensure relevant teams are informed and trained on ancillary revenue procedures.

• Conduct ongoing product reviews, in conjunction with the Director of Operations of the region and other relevant individuals.

• Coordinate research and development of new and existing product in partnership with the Product team

• Identify and implement (or advocate for, as appropriate) best practice and efficiency gains. In particular, process improvements both within the local operations team, and alongside other EMENA Operations Managers.

• Interface and liaise with other departments (e.g. Product, Yield, Finance, Sales, Ops Basecamp) in a timely and effective manner - this includes completing each part of the Stagegate for new Product in a timely manner, and constantly fine tuning all technical itineraries in line with what we are offering G and partner travellers. 

• Aligning local processes and practices with global policy as much as possible

• Encourage proper brand consistency and promotion across all operational areas.

• Monitor customer feedback to ensure company goals and service standards are being maintained and work closely with Customer Solutions to resolve traveller complaints, including ensuring Net Promoter Score targets are met.

• Ensure effective Talent management of the Operations team working for the region: Tour Staff Management and Operations staff.

• Overall responsibility for scheduling, recruitment and selection, coaching and training, KPI management, performance reviews and career development and retention, CEO Finance, and helping suppliers with invoice reconciliation in liaison with the Finance team.

• In conjunction with the Director of Operations and the Tour Staff Supervisor as appropriate, ensure Talent structures and processes are fit for purpose within the region, including team structures and local hiring and retention strategies.

• Overarching responsibility for Ops Gate and Bridge email inboxes.

• Overarching responsibility for all Tour Staff management including: payroll, accounts, reading and replying to comments, preparation of bonuses, CEO contracts, updating trip and welcome notes, managing CEO worker profiles, managing performance and undertaking regular 1:1 meetings, the CEO schedule, managing CEO Swag and work alongside Talent for CEO disciplinaries.

• Overarching responsibility of full CEO recruitment and training process, including predicting when new CEOs will be required, and Wanderer, Shadow and Route training, and CEO forums

• Work with the Director of Operations, the Tour Staff Supervisor and Product team to implement new and changed product at field level and act as the regional lead in designing and implementing altered itineraries, when required

• Project manage implementing changes to on-the-ground operations and operations processes

• Contribute to the company's performance and culture by fully embracing the G Adventures Core Values, and using internal social media.

 Requirements

• 3+ years experience in a leadership role in the travel industry

• Proven people management, project management and leadership experience

• Strong office administration, problem solving and organisational skills required.

• Training experience with a flexible and motivational approach.

• Advanced computer skills and strong Google Office skills (advanced level).

• Ability to work with a diverse group of departments with sensitivity

• Ability to manage a crisis and take responsibility for the safety of others.

• An understanding of and commitment to customer satisfaction.

• Driven and motivated by a fast-paced team environment and have a desire for continual development

• We welcome applications from an EU or Turkish passport holder based in Greece, Turkey, Hungary, or Croatia

• Regular Travel is required

What do we offer you?

• Competitive salary commensurate with the role

• Competitive benefits package 

• Birthday day off

• Vacation time for you to recharge

• Enhanced Parental Leave

• Learning and growth opportunities

• Employee Resource Groups

*Applicable based on location*

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.