Adventure Operations Manager (USA)

Job Description

Flash Pack is expanding and we’re looking for an ambitious and experienced team manager to set-up and lead the US-based squad of our Adventure Operations team. As Adventure Operations Manager, you’ll split your time between line management and key DMC account management activities. Your team will work in partnership with our trusted DMCs (our local partners) on the operational delivery, commercial performance and quality of our Adventures (our tours).

Flash Pack is in an exciting growth phase where we are continuously launching new Adventures in new destinations. Your team will be responsible for a range of Adventures around the globe so you don’t need to hold specialist regional knowledge. Strong people management skills, a natural ability to build strong supplier partnerships and a meticulous eye for detail will be key factors in your success in this role.

Company mission

Flash Pack’s mission is to create 1 million friendships through the power of travel and technology. In a world that increasingly plays out behind screens, we facilitate authentic friendships between people at the same life-stage. We are solving a unique problem for a prominent niche with our global brand appeal.

What you’ll be doing

• People management - this will account for at least 50% of your time. You will be line managing the US-based squad within the Adventure Operations team. Your team will be composed of Junior Adventure Operations Managers who each look after a portfolio of Adventures and DMCs. To support your team, you don’t need to hold specialist destination knowledge but you do need to have strong managerial skills so as to influence your team to deliver our Adventures to our expected standards and also learn and progress in their roles.

• Project management - you will spend around 25% of your time leading projects focused on improving the systems and processes that the Adventure Operations team engage with on a daily basis. There will also be the opportunity to contribute to other cross-functional projects.

• Key DMC account management - you will spend around 25% of your time directly involved in DMC account management tasks.

• Building partnerships with new DMCs - this occurs after new Adventures have been designed by our Adventure Innovation team. You’ll need to build strong partnerships with our DMCs, a key part of this will be ensuring they understand how to use our systems.

• Lead role in Adventure capacity management - partnering with our Business Operations team, you will have a lead role in securing allocations with DMCs to ensure that we can deliver the maximum number of departures per itinerary. This will directly contribute to Flash Pack’s organisational growth.

• Operational excellence - ensuring our Adventures comply with our minimum health and safety standards, and our on tour incident management procedures are followed.

• Quality control - you will review your team’s Adventure product performance and influence them to identify and action necessary improvements based on customer feedback and your own knowledge.

• Close collaboration with all internal teams, in particular with our Customer Experience, Sales and Marketing teams to help them respond to customer queries.

Your responsibilities will regularly change and develop as the business grows, and it is important that you are comfortable getting involved in tasks outside your remit in order to help the business meet our key objectives.

You’ll do this in line with our company values.

You’ll be measured and rewarded based on:

• Consistently high operational excellence across all Adventures in your portfolio.

• Customer feedback about your team’s Adventures, with a particular focus on quality and NPS.

Who you are

We want the right person so if you don’t quite hit all the criteria, you should still apply!

• People management - You are an experienced line manager who’s passionate about coaching and training team members.

• Operations and supplier account management - You have a proven track record as an Operations Manager. You hold specialist knowledge of supplier account management, and know how to collaborate with suppliers to ensure they deliver products that meet customer expectations. As a line manager, you also know how to train and develop your team to meet these same standards.

• Roll with it - You have experience in a startup or scale up environment and understand that they are unpredictable environments. You’re flexible, comfortable with a degree of chaos and can handle challenging and changing situations.

• Proactive learner - you have an interest in both travel and technology, and are willing to do what it takes to become an expert in Flash Pack adventures.

• High attention to detail - You are thorough and focused, usually picking up errors others have failed to notice.

• Excellent communicator - You can communicate confidently and authoritatively with a wide variety of stakeholders.

• Decision maker - You are a self-starter who can make decisions and confidently manage your own workload with minimal supervision.

• Organised and able to work under pressure - You are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.

• Be confident in your creative ideas and have the communication skills to present them.

• Be nice - You get that the team is more important than yourself.

The nice-to-haves:

• Well-travelled

• A background in group travel

What else

Salary: The salary range for this role is between $75,375 - $86,655 depending on experience. We also offer stock options after your first year with the company.

We have trailblazer total pay transparency and allow you to choose your total compensation plan balancing salary and options to suit your personal financial goals.

Hours: This role is Monday to Friday but you should be happy working some evenings and weekends if required

Location: This role is fully remote. Although we are headquartered in the UK, we are building a physical presence in the US. Ideally, you will be located on the East Coast as this will enable you to have regular facetime with your UK management peers and the wider Flash Pack team.

Our Culture: We revolve around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity.

We care deeply about surrounding ourselves with ambitious, exceptional but humble people and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.

Benefits:

• 20 days annual leave, excluding public holidays, plus an extra day off on your birthday

• Fully remote. You can work from anywhere in the US time zones but must be willing to occasionally travel to NYC for socials once every 3 months.

• Full health insurance

• Unlimited mental health & wellbeing therapy

• A diverse and inclusive team, with people from all walks of life. 33% of the team identify as BAME.

• Stock Options

Interview Process:

• Stage 1 - CV Walkthrough & case study

• Stage 2 - Culture & Values interview

• Stage 3 - Meet a Founder, CPTO or CFO

Diversity & Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.

Once you apply, you will be sent a short EDI survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.