Operations Supervisor, Latin America

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being 'Driven by Service', ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference. 

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

The purpose of this Operations Supervisor, Latin America position is to coordinate the administrative functions of the On-Road Operations Department, supporting the Operations Team with key tasks and serving as a liaison between On-Road Staff and internal departments to ensure the smooth delivery of all trips. This role serves a dual purpose in also supporting the administrative functions of the Product Team for Latin America with all back-office tasks relating to product development and management of annual tasks.

KEY RESPONSIBILITIES 

PRE-TRIP & POST-TRIP SUPPORT

• Support the scheduling process by distributing finalized trip assignments to On-Road staff through Microsoft Teams, ensuring each On-Road team member is informed of their upcoming trips.
• Schedule pre-trip briefings and post-trip debriefings for On-Road staff including preparation of supporting documentation (e.g. guest feedback reports).

ON-TRIP SUPPORT

• Support the On-Road team with access to various platforms and login issues. Escalate where necessary to the correct department or Operations team member.
• Follow up with Tour Managers/Tour Directors to ensure on-trip issue forms are submitted asap.

OPERATIONAL SUPPORT

• Compile monthly reports as required to support all Quality Improvement efforts. (e.g., NPS and Response Rate reports, Optional Sales Summaries, etc.)
• Update Trip Timings (technical itineraries) and prepare draft documents for future year operations to support Director of Operations and Ops Managers in forward preparation.
• Collaborate with the Operations Admin team to set up and maintain On-Road staff data across key platforms including TOPS, Airtable, Tropics, Salesforce, and SharePoint.
• Post announcements and updates to the On-Road staff channels on Microsoft Teams as needed.
• Manage uniform logistics, including ordering and distribution to Contiki on-road staff.
• Monitor and delegate to the correct team member emails coming into the department mailbox. Other shared mailbox management may be required in future.
• Support the creation and/or maintenance of Operational SOPs.
• Serve as an active member of the TTC Tour Brands & Contiki Incident Response Team.

PRODUCT SUPPORT

• Update MTEFs (Master Travel Experience Files), and log change tickets for Contiki Latin America throughout the season as necessary.
• Assist the Product Manager – Contiki Americas in all back-office administrative tasks of an annual nature.
• Ensure new product administrative tasks are carried out accurately and in a timely manner including process flows requiring cross-departmental collaboration.
• Provide reporting support to for product feedback to the relevant stakeholders as determined by the Product Manager – Contiki Americas.

 ROLE SUCCESS CRITERIA

• Operational Excellence:  Trip schedules, briefings, reports, and On-Road staff data are delivered accurately and on time, ensuring smooth pre-, on-, and post-trip operations.
• Issue Resolution & Communication:  On-trip issues, access requests, and communications across Teams and shared mailboxes are resolved or delegated promptly, maintaining strong support for On-Road staff and cross-functional teams.
• Data, Reporting & Product Support Quality:  Operational and product data, reports, and change logs are maintained with high accuracy and timeliness, contributing to continuous quality improvement and effective decision-making.

KEY INDIVIDUAL TRAITS

• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.  
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.  
• Resilience: Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals. 

YOUR EXPERIENCE AND EXPERTISE

• Excellent time management/multitasking skills. 
• Strong administrative/analytical skills. 
• High level of attention to detail. 
• High level of accuracy. 
• Pro-active approach and a collaborative mindset.
• The ability to resolve issues in a team oriented and diplomatic manner.
• Ability to work effectively in a team environment as well as independently.
• Strong verbal and written communication skills required.  A high degree of fluency in English is mandatory.
• Preferred - A sound knowledge of South & Central America Geography.  
• Essential - Proficiency in Microsoft Office applications (Office, TEAMS, Word, Excel, PowerPoint) required. 
• Highly desirable but not essential - Travel related experience, specifically with an operational background. 
• Highly desirable – Proficiency in Airtable, , Salesforce, SharePoint and OneDrive.

TRAVEL & OTHER REQUIREMENTS

• Travel: To be discussed
• This role is based in Peru with preference of Cusco as the primary location although Lima would also be acceptable