Trademark Tours Operations Director

17-Feb-2023

University Administration

61355BR

Job Summary

Responsible for all operations of the company. Manages company sales, services, and marketing systems and processes to ensure the smooth operation of the business. Trains and manages all employees in conjunction with student leadership/managing director. The position supervises the Trademark Tours Operations Manager, and reports to the Trademark Tours Chief of Staff.

Manage company services: Oversee the day-to-day operations of company tours and programs. Ensure guides and managers are properly scheduled and that customers receive timely and accurate information regarding tours and events. Responsible for maintaining an orderly flow of supplies to on-site locations. Responsible for ensuring that third-party vendors and partners are seamlessly integrated into day-to-day operations.

Manage company sales: Oversee the day-to-day operations of inbound and outbound sales efforts. Understand weekly, monthly, and annual sales goals; ensure all leads are closely pursued, and current clients are nurtured via tools such as the Client Retention Report. Responsible for the delicate balance of hitting sales targets while not overwhelming operational capacity. Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their business objectives and needs.

Manage recruitment and training of new employees: Work closely with student leadership and Trademark Tours full-time staff to hire and train tour guides, hourly employees, and other required talent. Determine key times of the season to increase or decrease staffing levels. Oversee payroll reports to ensure accurate reporting.

Handle the delegation and oversight of customer and partner needs: As the company’s main point of contact for customers, the Operations Director will need to efficiently delegate customer and partner requests, questions, and concerns to the relevant parties.

Position Description

TYPICAL CORE DUTIES

• Define, implement, and revise operational policies and guidelines for the organization particularly within Sales and Operations departments.
• Develop and execute new growth directives by participating in the development of financial plans.
• Build company image by collaborating with customers, government, community organizations, and employees; and enforcing ethical business practices.
• Increase management’s effectiveness by recruiting, training, coaching, and counseling, managers; communicating values, strategies, and objectives; assigning accountabilities; cultivating a climate for offering information and opinions, and providing educational opportunities.
• Provide leadership support and direction to the Sales team, and take an active role in the company’s marketing plan. Actively participate in sales discussions, meetings and plans. Understand key accounts and business base as well as monthly production levels for each sales person on the staff.
• Ensure successful event coordination activities by planning, organizing, and assigning all day-to-day work priorities to relevant employees.
• Assist in the preparation of the annual operating budget and recommend investments for improvements in overall company performance.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Manage internal systems including Phone Systems, Google Suite, CRM, and other company software.
• Make quick and accurate decisions when the Managing Director or Chief of Staff is unavailable.

Basic Qualifications

• Bachelor’s degree or equivalent work experience required.
• Minimum of 5 years’ relevant work experience.
• Supervisory experience.

Additional Qualifications and Skills

• Detail oriented with a high level of accuracy.
• Ability to work under pressure.
• Contract negotiation skills.
• Hands-on manager with strong team leadership.
• Data analysis and problem solving.
• Strong collaboration with students, senior management, and board members.
• Excellent oral, written and interpersonal communication skills.
• Strategic thinking, decision making, and flexibility.
• Commitment to excellence and to the mission of Harvard Student Agencies.

Additional Information

Founded in 1957, Harvard Student Agencies, Inc. is a multi-million-dollar non-profit that provides Harvard students with meaningful opportunities for employment and hands-on business education.

Harvard University continues to place the highest priority on the health, safety and wellbeing of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to provide confirmation of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage . Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University’s COVID-19 Information Website .  

Job Function

General Administration

Location

USA - MA - Cambridge

Job Code

361058 Administrative Manager

Department

Harvard Student Agencies

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Criminal, Education, Identity

Schedule

Full time. Monday through Friday. 35 hours per week. 

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.