Business Operations Manager

TCS World Travel has hosted guests on adventures of a lifetime for over 30 years. We have developed and operated over 300 expeditions to more than 200 destinations. Our all-inclusive journeys deliver unparalleled and meaningful experiences in unique destinations around the globe. TCS operates luxury jet tours under its own brand as well as for strategic partners, including Four Seasons as well as custom, bespoke travel experiences. Our expertise has led us to be the most-awarded jet expedition company in the world, winning accolades over multiple years in the Travel + Leisure World’s Best Awards, AFAR travelers’ Choice Awards, Conde Nast Traveller Readers’ Choice Awards and Departures Legend Awards among others.

**The Opportunity**:
The Business Operations Manager is responsible for the management and leadership of the team in Costa Rica, one of our newer Talent Hubs This person will support the people leadership, customer service, process efficiency and financial management functions of the talent hub through the assigned supervisors and in conjunction with the organization’s support departments. The Business Operations Manager works closely with all members of the Senior Leadership Team and the Travelopia HR team.

**Location**: Escazu, San Jose, Costa Rica

**Travel Opportunities**: Exciting travel opportunities both domestically and/or internationally to attend expedition departures. Business Travel as required including trips to Seattle on a minimum of once per quarter.

**What you will be doing**:

- Leads operational support teams based in Costa Rica - directly related to teams in Seattle. Work with both dotted line and direct line leadership.
- Supports in recruiting and on boarding, people management, mentor and development for all team members in Costa Rica
- Supports technology projects to support teams in digitization efforts
- Develops and supports building culture
- Drives operational efficiency initiatives across teams in various geographies
- Collaborates with other senior leaders making sure we are delivering a seamless experience to guests and staff and are managing to common goals
- Dotted line leadership of all the team members in the Costa Rica Talent Hub
- Builds, maintains and oversees relationships with local agents, hotel partners, security, and insurance vendors
- Member of Incident Management Team and keeps the team up to date on current Incident Management Plan
- Works with other operations directors and product specialists on security reviews
- Responsible for decision making on costs and budgets P&Ls. Responsible for integrity of product information in guest documentation
- Maintains knowledge of all company Health & Safety standards and execution of applicable responsibilities as outlined in the company Safety Management System (SMS).
- Engages HR contact to ensure recruitment, orientation, performance evaluations, employee relations needs and training programs are carried out according to company policy.

**What we are looking for**:

- 5+ years management experience in a high
- touch customer service-oriented business preferred
- Highly developed communication skills and capable of negotiating with several stakeholders
- Previous management experience is required. Proven ability to manage a team under pressure and supervise product execution, team activities and processes
- Project management skills, including use of Smartsheet or other project management software
- Ability to communicate and engage with all parties to keep the process moving forward
- Knowledge of global destinations and demonstrated ability to leverage that experience for product oversight
- Ability to remain calm and focused in stressful, time pressured situations
- Luxury and/or travel / tour operation experience dealing with sophisticated international programs preferred, but not required
- Comfortable with ambiguity
- Bilingual in English and Spanish is preferred

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 flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions. TCS World Travel is an equal opportunity employer.

We look forward to hearing from you

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