Program Manager, Private Custom Travel

**Summary**:
We pride ourselves on being travel experts. Leading the way when it comes to providing outstanding travel experiences, our brands offer the world’s best polar expeditions, wildlife safaris, cultural tours, yachting adventures and more.

Our ambition is to build the world’s leading experiential travel company. With over 2000 colleagues across 30 countries worldwide, we are working together to achieve this by sharing our knowledge, expertise and standard processes to stay at the forefront of the travel industry.

The Program Manager, Private Custom Travel is responsible for the development (in collaboration with Sales Consultants) and execution of the assigned TCS Private Custom Travel journeys. Their key responsibilities are trip management including guest happiness, quality control, health & safety evaluation, pricing and budget management, and vendor management. The Program Manager is responsible for procurement to ensure the product (the trip) accurately delivers travel experiences that are carefully crafted with unparalleled and significant experiences. Program Managers work closely with Coordinators, Sales, Copywriters, and Guest Services to deliver the best guest experience.

**ESSENTIAL JOB FUNCTIONS - The following are the crucial duties and responsibilities for this position. Other duties may be assigned as needed**:

- Build, price, implement, and deliver innovative, customized itineraries for Private Custom Travel based on the guest requirements and the agreed upon inclusions set forth in the proposal phase.
- Responsible for overall trip execution in accordance with our 6 PCT Elements by developing touring options, working with vendors and local DMCs on logistics, surprise and delights, meals, special events and experiences, transportation including commercial and private air, hotel accommodations, charters of boats, trains, etc., special dietary needs, special occasions, and on ground handling and tipping. May require management of on trip airline crew and advance staff schedules.
- Responsible for assigned trip pricing and P&Ls, managing budgets, and making decisions on company spend.
- Own vendor relations by communicating proactively to ensure all details are planned ahead of time and on ground guides and experiences are aligned with Standards of Operating. Onboard new vendors to the department, where required, including adherence to Supplier Compliance process.
- Handle any trip incidents, emergencies, or program variations pre-trip, while a trip is in operation or post trip with limited oversight. Communicate and bring up with the internal team for troubleshooting and guest communication.
- Work with Coordinator and Guest Services Manager to proof all assigned trip documentation for integrity of product information.
- Input and handle accurate costs in our accounting systems, oversee all payments and accounting to outside vendors.
- Responsible for overall guest happiness by handling trip logistics with local partners in order to make recommendations to address any challenges.
- Able to travel for the company as needed.
- Abides by the company Health & Safety standards and execution of applicable responsibilities as outlined in the company Safety Management System (SMS).

**Qualifications**:

- Previous experience must include handling operational tasks, preferably in a travel-related industry.
- Requires exceptional organizational and time management skills, and a demonstrated ability to smoothly handle multiple overlapping trips and efficiently manage conflicting priorities.
- Travel experience, particularly to top TCS destinations or in luxury travel, is very helpful but not required.
- Aviation experience is helpful but not required.
- A solid understanding of itinerary development.
- Strong financial competence.
- Able to work independently and in a team environment.
- Demonstrated knowledge of all TCS operational procedures (or equivalent), communications, forms and documents, pre, during, and post trip action items
- Connect with suppliers, vendors and agents the standards and expectations of TCS to ensure the execution of services to agreed standards.
- Requires a demonstrated ability to problem solve, particularly when time is short, and guests require immediate assistance.
- Requires exceptional relationship-building skills including a well-developed ability to rapidly establish rapport with domestic and international vendors.
- Strong oral and written communication skills.
- Ability to calculate time differences, and time schedules.
- Ability to understand, analyze and manage to budgets.

**Travel required**:

- 10%

**JOB TYPE**:Full-time**:
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can thrive. We are committed to leading change through growing awareness of, and counteracting, unc