Operations Manager

Operations Manager

At TTC, we are Enriching lives by connecting people and places. For over 100 years, we've been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That's where you come in.

Our values guide everything we do:

• Value Every Voice - We put people first.
• Act with Integrity - We do what's right.
• Explore Beyond Boundaries - We're driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We've got each other's backs.

The opportunity:

Do you enjoy being the calm, resourceful problem solver who keeps people informed, connects the moving pieces, and ensures exceptional travel experiences stay on track? As an Operations Manager with Destination America, you'll play a critical behind-the-scenes role supporting Travel Directors, Trip Managers, and operational teams to deliver seamless, unforgettable journeys across every departure.

The Operations Manager (OM) is the expert responsible for ensuring seamless service delivery across their assigned trips or programs. The Operations Manager oversees the accurate execution, branding, and continuous improvement of every travel experience, working closely with cross-functional teams to uphold Destination America's quality standards.

As the primary point of contact for all operational inquiries, the OM serves as a trusted and informed resource for internal partners, Travel Directors (TDs), Trip Managers (TMs), suppliers, and TTC brand teams. The OM proactively identify opportunities to enhance guest satisfaction, drive efficiencies, and maintain consistency across all journeys.

What you'll do:

Trip Readiness and Operational Setup

• Collaborate on pre-departure preparations for assigned trips with the Operations Admin, Contracting, and Travel Experiences teams as needed.
• Create, update, and maintain detailed itineraries ("technicals") and operational components in line with brand and client standards.
• Manage special needs and accessibility requests (dietary, mobility, medical) to ensure ADA compliance and exceptional guest care.

Service Delivery & Trip Oversight

• Monitor trip performance throughout the season, proactively resolving issues and escalating when needed.
• Track partner and service quality, sharing feedback through structured reviews through mid – and post-season meetings.
• Prepare for and oversee VIP or partner travel, ensuring all special arrangements and requests are executed flawlessly.

Travel Director/Trip Manager Support & Development

• Conduct pre-trip briefings and post-trip debriefings to align TDs/TMs with brand standards and trip updates.
• Provide ongoing feedback to TDs/TMs, sharing insights with the Director of Operations (and workstream leads where appropriate) on performance and training needs.
• Coordinate TD logistics such as transfers, relocation, accommodations, and administrative documentation (finance workbooks, advances, etc.).

Stakeholder & Partner Relations

• Build and maintain strong relationships with internal teams and third-party partners to ensure smooth trip execution.
• Support TTC and Key Account/Custom Group customers with operational requests, including group transfers, guest coordination, or lost-item follow-ups.
• Communicate proactively with partners to clarify service expectations and uphold consistency across all departures.

Collaboration, System, and On-Call Support

• Participate in after-hours on-call rotation to resolve guest or operational emergencies in real time. (This will include scheduled weekend rotations throughout the year).
• Collaborate across teams on seasonal infrastructure setup (Teams, SharePoint, Salesforce, TOPS, TD website, etc.) and annual events such as the Trip Manager & Travel Director Meeting.
• Contribute to process improvement by observing and participating in live trips, preparing reports, and sharing recommendations for future enhancements.
• Travel on short notice within the U.S. and Canada is a function of the role and non-negotiable.

Requirements

What you'll bring:

• 2+ years of experience in travel operations, group travel management, or related hospitality fields, with a strong understanding of logistics and service delivery.
• Demonstrated ability to manage multiple priorities, balance deadlines, and maintain accuracy under pressure in a fast-paced environment.
• Proficiency in Microsoft Office 365 (Teams, SharePoint, Excel, Outlook);
• Strong written and verbal communication skills, with the ability to build productive relationships across internal teams, suppliers, and Travel Directors.
• Proven reliability and professionalism, including participation in the on-call rotation and flexibility to travel as business needs require.
• High attention to detail, organization, and proactive problem-solving skills with a focus on exceptional service delivery.
• Communication and influence skills with the ability to clearly communicate ideas, build rapport, and influence others to achieve effective outcomes
• Strong collaboration and ability to work effectively across teams, building strong relationships to deliver shared goals
• Adaptability and the ability to respond effectively to change, adjusting priorities and approach to meet evolving needs.
• Quality and attention to detail by ensuring accuracy, consistency, and high standards in all work, minimizing risk and rework
• Resiliency and drive by maintaining energy and focus in challenging environments, persisting to achieve results
• Ability to develop self and other by actively seeking growth and supporting the development of others to build capability and performance.

Nice to have:

• Previous experience as a Trip Manager or Travel Director is highly valued.
• Familiarity with tools such as Airtable and Salesforce is preferred.

Role success criteria:

• Deliver operational excellence by proactively managing all assigned trips, resolving on-trip issues promptly, and ensuring guest and partner concerns are handled with professionalism and care.
• Drive guest satisfaction by maintaining high-quality service standards and contributing to improved Net Promoter Scores (NPS) across assigned programs through strong TD/TM support, supplier collaboration, and trip readiness.
• Ensure financial accuracy by managing trip budgets, monitoring expenses, and confirming timely and complete submission of Travel Director accounting and trip closeout documentation.
• Maintain clear communication and collaboration with internal departments, Travel Directors, and external partners to ensure alignment, transparency, and consistency across all departures.
• Contribute to continuous improvement by identifying operational pain points, sharing feedback through structured review meetings, and supporting the rollout of process enhancements and system updates.
• Model professional excellence through strong time management, solution-oriented decision-making, and adherence to company standards and brand values, setting a positive example for peers and field staff alike.

Other requirements:

• Work Location: Hybrid in Costa Mesa, CA or Fully Remote in the USA
• Participation in on-call rotation.
• Attendance at the annual Travel Director/Trip Manager Meeting.
• If Remote: 2–3 week-long office visits to Costa Mesa office per calendar year required.
• Participation in a trip ride along observing guest experience and TD or TM at least once per calendar year.
• Travel: To be discussed

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!

Salary Description $70,304 - $73,000