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Letz Travel is launching and scaling two exciting new brands; Youth Sport Travel and Sporting Detours—and we're looking for a Operations Manager to build the operational engine that powers them both. This is a hands‐on role for someone who thrives in fast‐moving environments, loves turning strategy into scalable systems, and is passionate about delivering seamless, memorable travel experiences both domestically and internationally.
You'll work directly with the General Manager, bringing structure, pace, and clarity across planning, people, suppliers, and service delivery, making sure we grow without compromising quality.
What you'll be responsible for
Operational leadership & delivery
Own end‐to‐end operations across both brands—from enquiry and booking workflows to trip delivery and post‐travel follow‐up.
Build, document, and continuously improve SOPs and service standards.
Create weekly reporting, forecasts, resourcing plans, and performance reviews.
Supplier & product operations
Develop strong relationships with airlines, accommodation, ground transport, venues, and event partners alongside our General Manager.
Improve contracting, confirmations, rooming lists, manifests, and itinerary build processes.
Ensure pricing integrity, margin discipline, and delivery consistency across suppliers.
Customer experience & service excellence
Champion a high‐performing service culture across the customer journey.
Oversee issue resolution, incident management, and escalation pathways—calm, clear, and customer‐first.
Implement feedback loops (NPS/CSAT, complaints, post‐trip reviews) and convert insights into improvements.
Commercial & financial operations
Partner with the GM to manage operational budgets, cost control, and profitability targets.
Strengthen invoicing, payment schedules, and reconciliation processes (in collaboration with our in‐house team).
Systems, data & reporting
Own the operational tech stack (CRM/booking tools & spreadsheets)and drive adoption.
Build manageable KPIs that provide visibility on pipeline, service levels, margins, and delivery readiness.
Identify automation and process improvements that reduce friction and manual rework.
People leadership
Lead, coach, and grow an operations team as the brands scale.
Recruit, onboard, and train team members using clear role descriptions and training plans.
Set expectations, create accountability, and build a culture of ownership and continuous improvement.
Risk, compliance & duty of care
Maintain strong duty‐of‐care practices for youth and group travel (where applicable).
Oversee travel documentation, insurance guidance, safety planning, and supplier compliance.
Ensure operational readiness for peak periods and irregular operations (IROPs).
Develop Risk Assessment policies / procedures and supplier audits to ensure compliance (annually).
What success looks like (first 6–12 months)
Clear, documented, and adopted SOPs across both brands.
A clear and developed Risk Assessment framework which has been implement and made available to potential clients.
Consistent margins and fewer preventable cost overruns.
Higher customer satisfaction and smoother trip delivery with fewer escalations.
A confident, capable ops team with strong training and accountability structures.
Reporting that gives leadership real‐time operational visibility.
What we're looking for
Experience
Proven operational experience (min 2 years) in travel, tours and / or events (or a similar service‐delivery business).
Demonstrated ability to scale operations and build repeatable processes.
Strong supplier management and contracting/negotiation capability.
Experience leading teams and improving performance through structure and coaching.
Skills & attributes
Highly organised, detail‐driven, and able to manage multiple moving parts.
Calm under pressure; strong judgement and escalation management.
Commercial mindset; understands margin, cost control, and operational efficiency.
Strong communication and stakeholder management (internal and external).
Tech‐comfortable: confident building workflows, and operational reporting.
Nice to have
Experience in sports travel, group travel, youth travel, or event travel logistics.
Familiarity with CRMs/booking systems and process automation tools.
Why join Letz Travel?
A genuine opportunity to shape two brands from the ground up.
Direct access to decision‐making; reporting to the General Manager.
Work based from the Gold Coast HQ with a team building something fresh and ambitious. You will work alongside our team in NZ and the UK.
A role with real ownership, variety, and the ability to make a measurable impact quickly.
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