Director - Travel Operations

- Manage, train, coach and develop operations department staff and supervisors/managers. Review workloads and staffing of Operations Team to ensure execution of land and cruise tour programs

- Spearhead, lead, develop and deliver workflow process and systems improvements within operations team and collaborate with other departments on those changes. Define and guide department activities and communications to ensure best practices, adherence to standards and operational efficiency.

- Drive improvements in tour operations and guest satisfaction by fostering a collaborative team environment within the Operations team and with other departments

- Work with the finance team to manage trip P&Ls ensuring trip costs are recorded accurately, and come in at or below budget/forecast

- Oversee Customer and Tour Director survey process and feedback loop

- Participate as a "lead" to the development and implementation of the SMS (Safety Management System)

- Participate as "lead" in Incident Management System. Oversee customer emergency communication and incident management. Serve as backup for Field Operations Manager.

- Oversee management and development of formal YMT Tour Director program, including training and onboarding

- Develop and maintain metrics, analytical reports, key performance indicators to optimize operations