Operations Manager (DMC)

Our client, a leading destination management company, is actively seeking a highly organized and hands-on Operations Manager to oversee daily operations and ensure the seamless delivery of exceptional travel experiences across Indonesia. This role will be responsible for operational planning, transportation and field operations, team leadership, supplier management, and cross-functional collaboration, while driving operational excellence and continuous improvement.

Requirements:

• Minimum of five years' experience within the tourism industry, preferably with a Destination Management Company (DMC).
• Proven experience in operations management or operational coordination.
• Solid experience managing transportation services, drivers, guides, and field operations.
• Strong understanding of tour operations and logistics across Indonesia.
• Excellent leadership and team management capabilities, with the ability to motivate and develop high-performing teams.
• Strong organizational, planning, and multitasking skills, with the ability to manage competing priorities effectively.
• Demonstrated problem-solving and crisis management abilities in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across multiple departments.
• Fluency in both English and Indonesian, spoken and written; additional languages such as French, Spanish, or German would be advantageous.
• Proficiency in tour operator systems, travel booking platforms, Google Workspace, Excel, and other operational tools.
• Highly responsible, detail-oriented, and service-driven, with a collaborative and solution-oriented mindset.
• Ability to perform effectively under pressure, particularly during peak operational periods.
  
  
  

Key Responsibilities:

Operational Management

• Oversee the day-to-day planning and execution of travel operations to ensure a seamless and high-quality client experience.
• Ensure the smooth coordination of transportation services, airport transfers, guides, drivers, and activities.
• Monitor itinerary feasibility and logistics while managing operational adjustments in real time.
• Maintain service delivery in line with company standards and client expectations.
  
  
  

Transportation and Field Operations

• Manage relationships with transportation partners and operational suppliers.
• Supervise the scheduling and coordination of drivers and guides to ensure service quality and safety standards are consistently met.
• Maintain effective communication with airport representatives, drivers, guides, and field teams.
• Monitor transportation availability and operational readiness during peak seasons.
  
  
  

Team Leadership and Development

• Lead, mentor, and support the operations team to foster a culture of accountability, collaboration, and continuous improvement.
• Provide coaching and training to operational personnel, including drivers and guides.
• Support recruitment, onboarding, and performance management initiatives.
  
  
  

Cross-Functional Collaboration

• Work closely with reservation, production, finance, and management teams to ensure accurate and efficient operational execution.
• Coordinate special programs, group movements, and incentive travel requirements.
• Ensure clear communication and alignment across departments.
  
  
  

Supplier Quality and Service Excellence

• Monitor and evaluate the performance of transportation providers, guides, activity partners, and other suppliers.
• Address service issues proactively and implement corrective actions where necessary.
• Support initiatives aimed at enhancing supplier standards and overall service quality.
  
  
  

Crisis Management and Continuous Improvement

• Handle operational disruptions, incidents, and emergencies with professionalism and urgency.
• Implement solutions to minimize the impact on the client experience.
• Analyze operational feedback and post-trip reports to identify opportunities for improvement.
• Contribute to the enhancement of standard operating procedures, workflows, and coordination systems.
• Support sustainability initiatives and promote responsible operational practices.