Junior Adventure Operations Manager London, England
Job description
Flash Pack is expanding and we’re looking for an experienced and driven Operations Manager to join our Adventure Operations team. You will be responsible for the day-to-day account management of a portfolio of Adventures (our tours) and work in partnership with our trusted DMCs (our local partners) on the operational delivery and quality control of our Adventures.
Flash Pack is in an exciting growth phase where we are continuously launching new Adventures in new destinations. You will be responsible for a range of Adventures around the globe so don’t need to hold specialist regional knowledge. To thrive in this role you will be have a natural ability to build strong supplier partnerships, be an efficient multi-tasker and possess exceptional attention to detail.
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
Managing a portfolio of Adventures and DMCs - you will be the DMC’s primary point of contact and ensure the smooth running of all departures in your portfolio.
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 to optimise efficiency and business growth plans.
Key role in Adventure capacity management - 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.
Continual quality improvements to your portfolio - reviewing Adventure product performance, identifying and actioning 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 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!
Experience - You have a proven track record in supplier account management, and know how to collaborate with your suppliers to ensure they deliver products that meet customer expectations. Whilst you will not be directly line managing anyone in the team, you will be a role model and mentor to junior team members (our Adventure Operations Coordinators). Experience with effective delegation of tasks and supporting junior team members to complete them will help you to be successful in this role. Over time, the right person may have the opportunity to progress to a more senior role and take on greater responsibilities including line management.
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
People management experience
What else
Salary: The salary range for this role is between £32,300 - £37,800 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: We call our way of working ‘remote-flexible’. You can work from anywhere in the UK as long as you are happy to come to London every 4-6 weeks or so. If you enjoy more regular face to face interaction, living close to London would be advantageous.
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.
The Team: This role sits within the UK-based squad of the Adventure Operations team. You’ll be working closely with two other Junior Adventure Operations Managers and one Adventure Operations Coordinator. This squad is line managed by 1x Adventure Operations Manager.
Benefits:
A remote-first office. We don’t care where you work from as long as you hit your targets.
We have a flexible office space in Central London where you can float in and out to brainstorm, catch-up, have 1-2-1s and socialise.
A diverse and inclusive team, with people from all walks of life. 33% of the team identify as BAME.
Unlimited mental health therapy & wellbeing support.
Scroll down to the full list of benefits below.
Interview Process:
Stage 1 - CV Walkthrough & case study with Zoe (Adventure Operations Manager) and another member of her team
Stage 2 - Culture & Values interview with Ollie (Head of Adventure Operations)
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.
