This job has expired, please see additional jobs below
Manager, Operations
21st Century Fox
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
OVERVIEW OF THE COMPANYNational Geographic
The National Geographic Channels form the television and production arm of National Geographic Partners, a joint venture between 21st Century Fox and the National Geographic Society. As a global leader in premium science, adventure and exploration programming, the Channels include: National Geographic Channel (NGC), Nat Geo WILD, Nat Geo People and Nat Geo MUNDO. Additionally, the Channels also run the in-house television production unit, National Geographic Studios. The Channels contribute to the National Geographic Society’s commitment to exploration, conservation and education with entertaining, innovative programming from A-level talent around the world, and with profits that help support the society’s mission. Globally, NGC is available in more than 440 million homes in 171 countries and 45 languages, and Nat Geo WILD is available in 131 countries and 38 languages. National Geographic Partners is also a leader in social media, with a fan base of 250 million people across all of its social pages. NGC contributes over 55 million social media fans globally on Facebook alone.
JOB DESCRIPTION
The Operations Manager successfully owns, operates and plans on-ground trip logistics for luxury international travel programs, both individual departures and group series. Provide accurate and timely information to all internal departments as necessary with day-to-day needs.
Essential Duties
• Coordinate with local in-country operators regarding all bookings, logistics coordination, extra arrangements, special considerations, trip details, etc. Independently manage bookings for all trip departures by monitoring room counts, release dates, attrition clauses and deposit and payment dates for each trip. Communicate clearly and accurately all trip logistics and needs via email, Skype and phone. Conduct briefing calls with operators and hold them accountable for implementation of on-the-ground logistics. Request, negotiate and finalize next-season operational agreements with each operator. Maintain strict adherence to internal and program deadlines.
• Ensuring each departure meets or exceeds brand standards.
• Provide oversight and direction to direct reports in accordance with the policies and procedures of the Operations Team. Coach, mentor and develop direct reports, including overseeing new employee onboarding and providing career development planning and opportunities. Empower direct reports to take responsibility for their jobs and goals.
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, a supportive environment, and working effectively together to enable each employee and the team to succeed.
• Request invoices for new bookings, extra arrangements and trip cancellations. Review invoices for operational and financial accuracy. Request payments to suppliers, vendors, contractors, etc. Reconcile trip invoices and all tour staff salary payments to budget. Perform final trip reconciliation. Keep budgets updated and accurately reflecting program costs. Request, negotiate and finalize next-season pricing for repeat departures series. Accountable for group series profitability.
• Maximize profitability by operating at or above budgeted projected profit.
• Create standard templates for documentation including documentation for mailings, internal documents, tour manager documents, policies and procedures. Review documentation annually, suggest improvements and ensure consistency in formatting. Prepare all documents and items necessary for trip staff (e.g., tour managers and study leaders), as well as tour logistic notes, transfer and rooming lists, flight manifests, extra arrangement details and traveler preferences. Prepare and collate mailings as needed. Create and/or maintain all sales resources for all product.
• Travelers receive correct trip information on schedule. In-country operators receive all information on time for successful operation of each departure. Sales and Passenger Service Team has all training materials needed to sell and service travelers.
• Assist Guest Services in managing traveler relationships from the time of booking through post-trip communication. Responsible for timely planning and procurement of extra arrangements as requested by travelers.
• Providing travelers with information in a timely manner, increasing their satisfaction and loyalty to the brand.
• Manage institutional client relationships. Work with institutional clients to develop operational procedures for their trips (e.g., mailing schedules, level of document customization needed). Customize procedures as needed to ensure program delivers brand standard. Work with clients on trip staffing and correspond with client trip staff on all items related to trip. Discuss traveler complaints with client to agree on course of action with traveler. Conduct trip briefing calls with clients before each trip.
• Providing clients with information in a timely manner, increasing their satisfaction and loyalty to the brand.
• Assists in staffing after-hours emergency phone on a rotating basis.
• Successful assistance to travelers for any on-the-ground emergencies.
Qualifications
• Bachelor’s degree (B.A.), plus four to six years related experience and/or training, or an equivalent combination of education and experience. A background in customer service, event planning, logistics or travel is a plus.
• Impeccable professional communication skills; foreign language skills a plus. Must be able to communicate complicated information in a clear and simple manner to people around the world for whom English is not their native language.
• Demonstrated ability to anticipate problems, find creative solutions for challenging situation. Strong math skills; ability to create and maintain budgets.
• Working knowledge of Microsoft Word, Office, Excel, PowerPoint and common Internet browsers and applications. A background using QuickBase or other databases or CRM software is a plus.
• Highly organized, able to multi-task and manage several programs and/or departures at the same time and across multiple destinations. Unwavering accuracy, excellent and systematic organizational skills and flawless attention to detail are necessary. A positive attitude is essential and a key to success in the position. Enjoy working in a fast-paced professional office environment. Experience traveling overseas is desired. Our travelers are typically well educated and well traveled and the ability to talk about destinations from first-hand experience is important. Experience working with luxury-oriented clients is a plus.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.