Job Description
Job DescriptionSalary: 50-60k Annual DOE
POSITION DESCRIPTION
Assistant Operations Manager (North America)
Reports to: Head of Global Operations
Role location: Billings, Montana
Hours: Full time (40 hours per week)
Key Functions:
- Ensure the successful operation of Austin Adventures trips
- Recruit, manage and support guides
- Facilitate guide administration before, during and after trips
- Create and maintain global guide recruitment and administration systems
- Support the Head of Global Product to standardize and globalize guide recruitment, processes, administration, and technology
Major Accountabilities:
1. Guide Support
- Develop and maintain best-practice guide recruitment and HR process and systems, including:
o Applicant tracking and recruitment records
- HR onboarding
- HR records/filing of contracts, variations and recording guide qualifications
- Issue equipment, ensuring all is up to specification and standard
- Ensure trip information is conveyed and anomalies are discussed with guides
- Collate trip reports, and other guide feedback, and share with relevant stakeholders to work towards necessary resolutions and outcomes
- Ensure equipment and paperwork is returned/completed (e.g. radios, sat phones, receipts, expenses, trip reports etc.)
- Be available to answer guides questions during and outside office hours
- Be proficient with company technology and platforms
- Liaise directly with guides and guests during trips to overcome issues as required
- Liaise with customer care team as required
- Help manage the guide bonus scheme by tracking KPIs
- Help organize social events as required
2. Guide administration
- Develop and maintain systems to manage and record the dispatch and return of all guide equipment and uniforms pre and post-trip/season
- Load standardized guide trip information into guide Sharepoint/Portal/App Administer/track guide incentives/bonuses where applicable
- Ensure guide flights, travel, and accommodation are arranged as necessary
- Ensure all guides and on-trip suppliers are compliant with workplace health and safety practices, procedures, and policies
- Assist the Head of Global Operations with guide training
3. Permits and Compliance
- Acquire and manage all necessary permits
- Complete Monthly and End of Year Reports as needed
4. Equipment Management
- Work closely with Fleet Managers to maintain bikes, trailers, & vans
- Prepare equipment prior to trips
- Clean, organize, and winterize equipment after trips
Product & CS Support
- During the NA off-season assist the product and CC teams as needed
- Develop and maintain global approach for product delivery and operational execution
- Assist with global contracting
- Ensure company websites adequately reflect the product operated
Other duties
- Perform duties as necessary or incidental to the role or that are otherwise assigned by your manager(s)
Key Performance Indicators (KPIs):
- Guide satisfaction (eNPS survey results)
- Guide retention (returning guide %)
- Demonstrating the company culture and DNA:
- We care deeply
- We exceed expectations
- We tell it like it is
- We create meaningful connections
- We love adventure & love what we do
Required skills and behaviors:
- Understanding and experience with Risk Management and creating a culture of safety
- Support-focused with a can-do attitude
- Problem-solving, Solutions Focused
- Strong organisational skills
- Relationship building
- Outgoing and flexible, with a positive and professional attitude
- Self-starter who takes personal responsibility
- Can handle a fast-paced environment and a challenging workload
- Responds and adapts quickly to change