Product Operations Manager

Collette is seeking a Product Operations Manager for our North America tour products.  This is primarily a remote role but may be hybrid for candidates local to Collette’s Headquarters located in Pawtucket, RI.  Candidate must reside in North America. 

About Collette:  Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world.  From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people.  So, what are you waiting for? Your journey starts here. 

Job Summary

As an operational leader, the Product Operations Manager builds relationships at every level of the organization and connects all departments to maximize efficiency and ensure tours operate in a way that contributes to the company’s excellence & revenue goals. Maintaining the role of primary point of contact and territory expert for internal and external stakeholders, they are a regional resource for the tours they are responsible for. As an advocate for tour excellence, the Operations Manager monitors traveler feedback and holds our vendors accountable for quality service while driving the regional team to make impactful changes on a series-wide scale where necessary.  

Primary Functions

• Act as the first point of contact for internal & external stakeholders on all operational aspects of a tour including operational issues, crises & regional knowledge.   
• Manage vendor relationships within territory to ensure delivery of contracted  services and tour components.
• Resolve vendor issues related to quality concerns and contract execution. 
• Responsible for approving, negotiating and message creation on all tour changes. 
• Manage all issues that arise  when tours are on the road. This could include hotel walks, street closures, vendor closures etc.
• Primary contact for vendors & Tour Managers on any product related questions or issues that might arise. 
• Collaborate closely within the Product Development, Operations and Tour Delivery teams to understand traveler challenges and work to improve overall tour excellence. 

Knowledge and Skills

• Demonstrates strong leadership skills and is a proactive and positive professional with the ability to work well under pressure.
• Has operational experience in the group guided touring space particularly in the North, Central & South America regions.
• Collaborates well with others and fosters a cooperative work environment; initiates and commits to self-development.
• Self-starter: Ability to plan and organize work and set own priorities in a fast-paced environment; must be able to multi-task efficiently and accurately while thinking critically; possess high attention to detail and thoroughness.
• Possesses a fiscal understanding of how decisions impact financial position. Ability to evaluate business decisions while considering the tour margins and keeping tour quality in mind
• Demonstrated ability to utilize independent judgement and sound decision making to solve unique challenges and see challenges through resolution. 
• Presents strong communication, interpersonal, and presentations skills within a diverse global community and to all stakeholders.
• Some contracting skills preferred. . 
• Strong attention to detail. Strong analytical skills. 
• Ability to prioritize and deliver on multiple priorities
• Must be flexible to an ever-changing travel industry and educated in current events worldwide: Ability to work flexible shifts, including weekend and holiday coverage to meet business needs.
• Proficient computer skills in Microsoft applications.
• Must be available to travel approximately 40 – 60 days per year

 Salary range: $50,000 - $62,000