Your Trusted Travel Experts Ltd is THE #1 top-producing agency at Avoya Travel. Led by Shawn Power, an expert with a lifelong passion for global exploration, our agency delivers a trademark blend of exceptional service and deep expertise. We specialize in the world’s most exclusive small-ship luxury experiences, river cruises, and Tauck land journeys. Discover more at www.shawnpower.com.
As we scale our high-volume, high-touch luxury agency, we are looking for a strategic and details-obsessed Director of Operations. This individual will serve as the operational backbone of our business, leading the systems, technology and workflows that ensure our elite standards never waver. In our world, a tiny typo can disrupt a five-star vacation, so we look for zero-defect execution across the board.
- Location: Remote (Based in British Columbia)
Overview
The Director of Operations is responsible for full oversight of the day-to-day administrative, technical, and operational systems of the agency. You will ensure that as our booking volume expands, our internal processes remain ironclad. From file audits and client care, to technology management and back-office leadership, you’ll handle the critical details so our sales advisors can focus entirely on booking travel and building relationships.
Your Key Responsibilities
- Operational Leadership: Oversee and optimize the agency's end-to-end operational workflows, ensuring flawless execution from initial client deposit to post-travel follow-up.
- Quality Control: Build and manage a tight auditing system for our travel files. You’ll review and sign off on booking confirmations and invoices before they are sent to the client. Missing names or mismatched dates don't get past you.
- Keep Timelines on Track: Track and manage critical client payment timelines. Ensure final payments are processed seamlessly and supplier deadlines are met
- Client Care Supervision: Champion our "no-problem" client service standard. You'll step in to help resolve complex client care situations and proactively look at high-value files to fix potential issues before the client ever notices.
- Technology & Ecosystem Management: Act as the administrative custodian of our CRM and operational software. Optimize automation, and ensure data integrity across all digital platforms.
- Remote Team Coordination: Supervise the remote back-office support team, aligning their daily administrative tasks with the agency's highest-priority files.
Who You Are
- A Natural Systems Thinker: You look at a messy process and instantly see a way to make it cleaner, faster, and easier to scale. You actually enjoy bringing order to high-volume chaos.
- Obsessive About Details: You have an almost forensic eye for small things. A wrong middle name on a passport or a slightly off invoice total drives you a little crazy. You share our deep passion for travel and understand that a flawless itinerary is what creates a trip of a lifetime.
- A Tech-Savvy Problem Solver: You don't wait for answers; you find them. You are highly comfortable inside data management ecosystems and standard CRMs. You enjoy leveraging technology to streamline administrative burdens.
- An Inspiring Coordinator: You know how to direct, motivate, and delegate tasks to keep projects on track.
- Calm Under Pressure: You handle complex logistics and timeline challenges with high emotional intelligence and an unwavering "no-problem" mindset.
- Experienced: You bring a proven track record in operations management, project management, or high-level administration—ideally within luxury travel, premium hospitality, or a fast-growing customer-centric business.
- Experience with luxury small ships, river cruises or Tauck products are an asset.
The Perks
- A Major Leadership Role: You'll step into a key position where your decisions directly shape how our business scales and evolves.
- Work with the Best: Drive operations for the top agency in the Avoya Network, working with some of the most exciting luxury travel brands in the world.
- Great Compensation: A competitive base salary that matches your experience, plus performance bonuses tied to operational success.
- Fully Remote: Enjoy the freedom of working from home with monthly in-person team sessions.
To Apply
Please send your resume to Karen at [email protected] along with a cover letter detailing your experience in travel operations.
Pay: $90,000.00-$120,000.00 per year
Benefits:
- Casual dress
- Work from home
Work Location: Remote
