Business Operations & Systems Manager

Position: Business Operations & Systems Manager

Company: Roberts Hawaii Tours & Trans

FLSA Status: Exempt

Department: Sales & Marketing

Reports To: Vice President of Sales & Marketing

Salary Range: $60,000.00 - $65,000.00 Commensurate with Qualifications and Experience

The Business Operations & Systems Manager is essential in ensuring the smooth administration, implementation, and ongoing enhancement of operational systems, business processes, and company data. This role serves as the foundation for managing system administration, process improvement, master data governance, product and contract management, and providing thorough training and support for operational projects. By aligning operational systems with changing business requirements, this position boosts efficiency, promotes collaboration across departments, and maintains the integrity and accuracy of vital information organization-wide. The manager fosters a proactive environment focused on operational excellence and data-driven decision-making, enabling the company to adapt quickly to market shifts and maintain a competitive edge.

Essential Job Functions and Responsibilities:

• Serve as the primary administrator and subject matter expert for operational systems, reservation platforms, transportation systems, CRM platforms, product management tools, and other business-critical applications supporting company operations and customer service delivery.
• Manage system configurations, user access, permissions, security roles, workflow settings, operational rules, and business process controls.
• Lead and coordinate system testing, quality assurance, implementation, deployment, documentation, and change management activities for new software, updates, integrations, and operational initiatives to ensure successful adoption and business continuity.
• Act as liaison between departments, system vendors, and technology providers regarding system functionality, issues, enhancements, and support requests.
• Maintain and administer master data across reservation systems, transportation platforms, product databases, CRM systems, and other business applications, including the setup, configuration, and ongoing maintenance of products, packages, pricing structures, inventory controls, operational rules, and booking restrictions to ensure data integrity and operational accuracy.
• Coordinate the implementation and maintenance of new products, suppliers, agents, vendors, contracts, promotions, pricing structures, inventory allocations, operational requirements, restrictions, and booking rules across all applicable systems.
• Provide operational oversight and support to various departments by monitoring system functionality, booking workflows, operational procedures, and service standards to ensure accuracy, compliance, efficiency, and a consistent customer experience.
• Assist in the development, implementation, and continuous improvement of reservation-related and operational system processes, SOPs, workflow documentation, training materials, and operational standards while identifying opportunities to enhance efficiency, compliance, customer experience, and overall departmental performance.
• Partner with leadership across Sales, Reservations, Operations, Customer Service, and other departments on operational planning, business analysis, project coordination, process improvement initiatives, and strategic recommendations related to systems, reservations, products, partnerships, and overall operational performance.
• Coordinate product implementation, product launches, operational readiness, and system-related initiatives across departments to ensure successful adoption, operational alignment, and business continuity.
• Perform other duties and special projects as assigned.

Essential Knowledge and Skills

• Analyze, develop, implement, and continuously improve business processes to increase operational efficiency, reduce costs, and ensure consistency across departments.
• Establish standard operating procedures (SOPs) and best practices that support organizational objectives and regulatory compliance.
• Manage and maintain business systems, applications, databases, and user access to ensure system reliability, security, and performance.
• Lead system enhancements, integrations, upgrades, troubleshooting, and user support activities.
• Ensure the accuracy, integrity, security, and accessibility of organizational data through established governance standards and controls.
• Develop policies and procedures for data management, compliance, reporting, and risk mitigation.
• Administer and optimize reservation, scheduling, and booking systems to support operational effectiveness and customer service objectives.
• Monitor system functionality, resolve issues, and implement enhancements to improve user experience and operational efficiency.
• Oversee product setup, maintenance, pricing structures, inventory controls, and lifecycle management processes.
• Ensure product information remains accurate and aligned with business requirements and operational goals.
• Manage contracts, vendor agreements, renewals, compliance requirements, and contractual obligations.
• Monitor contract performance and maintain documentation to mitigate risk and ensure accountability.
• Lead operational and systems-related projects from planning through implementation and evaluation.
• Coordinate resources, timelines, deliverables, stakeholder communications, and risk management activities to ensure successful project outcomes.
• Design and deliver training programs, process documentation, user guides, and educational resources to improve employee knowledge and system adoption.
• Support onboarding initiatives and ongoing professional development for operational teams.
• Develop and maintain dashboards, reports, and key performance indicators (KPIs) that support operational oversight and strategic decision-making.
• Analyze trends, identify opportunities for improvement, and provide actionable business insights to leadership.
• Lead organizational change initiatives related to processes, systems, and operational improvements.
• Facilitate stakeholder engagement, communication planning, training, and adoption strategies to ensure successful implementation.
• Build and maintain effective relationships with vendors, service providers, and external partners.
• Monitor vendor performance, manage service level agreements (SLAs), coordinate issue resolution, and support contract negotiations.
• Evaluate existing workflows and identify opportunities to improve efficiency through process redesign, automation, and technology solutions.
• Implement continuous improvement initiatives that enhance productivity, accuracy, and service delivery.
• Develop, organize, maintain, and update operational documentation, policies, procedures, system guides, and knowledge repositories.
• Ensure documentation supports compliance requirements, business continuity, training efforts, and operational consistency.

Preferred Qualifications and Experience

• Develop, organize, maintain, and update operational documentation, policies, procedures, system guides, and knowledge repositories.
• Ensure documentation supports compliance requirements, business continuity, training efforts, and operational consistency.
• Experience supporting hospitality, tourism, transportation, reservations, or service-based industries preferred.
• Extensive knowledge of Business Process Management (BPM) methodologies and continuous improvement practices.
• Experience administering and optimizing business systems, databases, and software applications.
• Strong understanding of data governance, data integrity, compliance standards, and information management practices.
• Experience managing reservation, scheduling, booking, or operational management systems.
• Knowledge of product administration, inventory management, pricing structures, and lifecycle management processes.
• Experience with contract administration, vendor agreements, and compliance requirements.
• Proficiency in workflow automation and process optimization tools.
• Demonstrated success managing operational and system implementation projects from planning through execution.
• Experience in project management methodologies, including Agile, Waterfall, or hybrid approaches.
• Strong change management skills with the ability to lead process improvements and system adoption initiatives.
• Ability to manage multiple projects simultaneously while meeting deadlines and business objectives.
• Strong analytical and problem-solving skills with the ability to interpret complex operational data.
• Experience developing KPIs, dashboards, reports, and business intelligence solutions.
• Advanced proficiency in Microsoft Excel, Power BI, SQL, reporting platforms, or other analytical tools.
• Ability to leverage data-driven insights to support strategic decision-making and operational improvements.
• Proven ability to lead, mentor, and develop teams in a fast-paced operational environment.
• Excellent verbal, written, and presentation skills with the ability to communicate effectively across all organizational levels.
• Strong stakeholder management and relationship-building skills.
• Ability to influence cross-functional teams and drive organizational alignment.
• Experience managing vendor relationships, service contracts, and third-party partnerships.
• Demonstrated ability to negotiate contracts, manage service level agreements (SLAs), and evaluate vendor performance.
• Strong collaboration skills with internal and external stakeholders.

Preferred Certifications

• Project Management Professional (PMP)
• Certified Business Analysis Professional (CBAP)
• Lean Six Sigma Green Belt or Black Belt
• ITIL Foundation Certification
• Prosci Change Management Certification
• Certified Scrum Master (CSM) or Agile certification

Preferred Competencies

• Strategic Thinking
• Operational Excellence
• Process Improvement
• Systems Optimization
• Business Acumen
• Risk Management
• Organizational Agility
• Continuous Improvement Mindset
• Customer/Member Service Orientation
• Critical Thinking & Decision-Making
• Collaboration & Influencing Skills

Working Conditions and Environment

• Primarily operates in an office, corporate, or hybrid work environment with regular computer and technology use.
• Requires prolonged periods of sitting, working at a computer, and utilizing multiple software platforms and business systems.
• Regular interaction with internal departments, leadership teams, external vendors, customers, and business partners.
• May be required to attend meetings, training sessions, presentations, and operational reviews both in person and virtually.
• Occasional travel may be required for vendor meetings, system implementations, training events, conferences, or organizational initiatives.
• Must be able to manage multiple priorities, projects, and deadlines in a fast-paced and changing business environment.
• May be required to work outside of normal business hours during system implementations, upgrades, testing, operational emergencies, or critical business initiatives.
• Responsible for maintaining confidentiality of sensitive business, financial, customer, employee, and operational information.
• Fast-paced, collaborative, and results-driven environment focused on operational excellence and continuous improvement.
• Requires frequent collaboration across multiple departments, including Operations, Information Technology, Finance, Sales, Customer Service, Human Resources, and Executive Leadership.
• Involves managing complex projects, competing priorities, and organizational change initiatives.
• Requires strong attention to detail, analytical thinking, problem-solving, and decision-making skills.
• Functions as a key liaison between business users, technology teams, and external service providers to ensure systems and processes align with organizational objectives.
• Works independently with limited supervision while maintaining a high degree of accountability and professional judgment.
• Expected to demonstrate adaptability, flexibility, and responsiveness to changing business needs, technology advancements, and organizational priorities.
• Ability to remain seated and work at a computer workstation for extended periods.
• Ability to communicate effectively in person, by telephone, video conference, and written correspondence.
• Ability to occasionally lift and carry materials or equipment up to 20 pounds.
• Ability to travel between office locations, training facilities, or vendor sites as needed.
• Full-time position with occasional overtime as required to support business operations, project deadlines, system deployments, and organizational priorities.
• Availability to respond to critical system issues or operational matters outside of regular business hours when necessary.

The information contained within this job description is intended to outline the general nature and level of work expected from an employee in this role. It should not be considered an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add to, or delete any part of this description as necessary. Reasonable accommodations will be provided to enable qualified individuals with disabilities to fulfill the essential functions of this position.