Regional Operations Manager, Central America & Caribbean

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee daily tour operations across the Central America & Caribbean region.

• Ensure optimal performance, sustainable growth in the region, traveler satisfaction, and the safety of both travelers and tour staff.

• Lead, develop, and manage Operations and Field Staff effectively.

• Foster a strong company culture and uphold G Adventures Core Values.

• Encourage collaboration, innovation, communication, training, and brainstorming initiatives.

• Manage field staff activities including scheduling, recruitment, selection, coaching, training, KPI oversight, performance evaluations, career growth, and CEO retention.

• Supervise payroll, accounts, feedback, bonuses, CEO contracts, trip and welcome notes, worker profiles, schedules, performance reviews, 1:1 meetings, swag distribution, and disciplinary actions.

• Oversee Slack Trip Channels and encourage the effective use of Technical Itineraries.

• Analyze traveler feedback, address complaints, coordinate ground support, and lead Critical Incident Management efforts.

• Maintain emergency phone protocols and collaborate with Customer Solutions on post-tour complaints.

• Represent G Adventures and its client brands throughout the region.

• Develop and implement new products, tour schedules, partnerships, and commercial initiatives.

• Enhance operational efficiency, manage budgets and profit margins, identify cost-saving opportunities, and supervise service revalidation.

• Work closely with Finance, Revenue Management, Product, Commercial, Talent, and other stakeholders.

• Cultivate industry contacts, engage with travel networks, and promote company initiatives.

⛳️ Requirements

• A minimum of 5 years of experience in tourism operations.

• At least 3 years of management experience in the travel sector.

• Proficient in English and Spanish, both written and verbal.

• Advanced skills in Microsoft Excel and Word, Google Suite, and social media platforms.

• Outstanding customer service and communication abilities.

• Exceptional attention to detail.

• Demonstrated experience in people management and project management.

• Strong office administration, problem-solving, and organizational skills are essential.

• Training experience with a flexible and motivational approach.

• General business and operational knowledge relevant to the Central America and Caribbean region.

• Capability to manage crises and ensure the safety of others.

• Ability to motivate, lead, and educate others within a team-oriented framework.

• Capacity to work sensitively with a diverse range of departments.

• Aptitude for thriving in a fast-paced and ever-evolving team environment.

• Willingness to travel throughout the region.

• Applicants must possess appropriate citizenship or documentation allowing them to live and work in Costa Rica.

• Vocational Qualification related to Travel & Tourism/Business is a plus.

🏝️ Benefits

• Competitive Total Rewards Package, featuring exclusive travel benefits!

• Extra days off, including your birthday!

• Vacation time to help you recharge.

• Enhanced Parental Leave.

• Meaningful Employee Recognition Program.

• Opportunities for Learning and Growth.

• Employee Resource Groups.