Job Title: Assistant Manager of Operations
Reports to: Senior Manager of Operations
Career Path Classification: Supervisory/Manager/ Level 3
About Railbookers:
At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.
We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.
Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.
Job Purpose:
We are seeking an experienced and results-driven Assistant Manager of Operations to support our integrated Operations team. This role is critical in driving operational excellence, developing team talent, and ensuring exceptional service delivery to our customers and partners. The ideal candidate will possess a solid background in customer operations and proven leadership skills, with the ability to translate strategic objectives into effective daily operations.
The Assistant Manager will receive objectives from leadership in allocating resources, managing timelines, and ensuring performance metrics are met. This is a highly collaborative position with touchpoints across departments and an emphasis on mentoring, escalation support, and process innovation.
Key Responsibilities:
- Team Leadership and Development:
- Support the Senior Manager of the Operations team with day-to-day tasks.
- Facilitate coaching, mentoring, and professional development opportunities to promote team growth and talent succession.
- Assist in establishing team goals, monitoring progress, and evaluating the performance of team members.
- Contribute to assisting with performance improvement for employees.
- Operational Management:
- Monitor shared inboxes and customer inquiries, ensuring timely responses and actions are taken.
- Review specific operational tasks to ensure there are no delays in booking times for portals and communication with vendors.
- Help maintain a chat support schedule to ensure sales and guest experience teams receive the necessary support, while executing daily task assignments for the team.
- Assist with any escalated assignments reviewed with senior leadership.
- Planning Assistance
- Work on issues of diverse scope where analysis or data interpretation may be required.
- Analyze data, identify trends, and assist in making strategic decisions to optimize team and departmental performance.
- Recommend changes to policies and establish procedures that positively impact on the immediate department and possibly company-wide initiatives.
- Cross-functional Collaboration:
- Interact frequently with direct reports, peers, and cross-functional teams to provide guidance, align priorities, and resolve conflicts.
- Customer Service Excellence:
- Ensure the team delivers success on confirming services such as hotels, sightseeing, and cruises with vendors.
- Maintain a focus on accuracy, quality, and meeting deadlines in all customer-facing activities.
- Spot checking bookings to make sure all bookings are accurate and meet the needs of the guest.
- Assist in the training/ coaching of communication on outbound calling to our guest for any operational changes and or notifications.
Perform all other duties assigned to meet team's objectives and ensure business operational efficiency.
