POSITION DESCRIPTION Assistant Operations Manager (North America)
Reports to: Head of Global Operations Role location: Billings, Montana Hours: Full time (40 hours per week)
Key Functions:
Ensure the successful operation of Austin Adventures' trips Recruit, manage and support guides Facilitate guide administration before, during and after trips Create and maintain global guide recruitment and administration systems Support the Head of Global Product to standardize and globalize guide recruitment, processes, administration, and technology
Major Accountabilities:
Develop and maintain best-practice guide recruitment and HR process and systems, including:
o Applicant tracking and recruitment records
HR onboarding HR records/filing of contracts, variations and recording guide qualifications
Issue equipment, ensuring all is up to specification and standard Ensure trip information is conveyed and anomalies are discussed with guides Collate trip reports, and other guide feedback, and share with relevant stakeholders to work towards necessary resolutions and outcomes Ensure equipment and paperwork is returned/completed (e.g. radios, sat phones, receipts, expenses, trip reports etc.) Be available to answer guides questions during and outside office hours Be proficient with company technology and platforms Liaise directly with guides and guests during trips to overcome issues as required Liaise with customer care team as required Help manage the guide bonus scheme by tracking KPIs Help organize social events as required
Develop and maintain systems to manage and record the dispatch and return of all guide equipment and uniforms pre and post-trip/season Load standardized guide trip information into guide Sharepoint/Portal/App Administer/track guide incentives/bonuses where applicable Ensure guide flights, travel, and accommodation are arranged as necessary Ensure all guides and on-trip suppliers are compliant with workplace health and safety practices, procedures, and policies Assist the Head of Global Operations with guide training
Acquire and manage all necessary permits Complete Monthly and End of Year Reports as needed
Work closely with Fleet Managers to maintain bikes, trailers, & vans Prepare equipment prior to trips Clean, organize, and winterize equipment after trips
During the NA 'off-season' assist the product and CC teams as needed Develop and maintain global approach for product delivery and operational execution Assist with global contracting Ensure company websites adequately reflect the product operated
Perform duties as necessary or incidental to the role or that are otherwise assigned by your manager(s)
Key Performance Indicators (KPIs):
Guide satisfaction (eNPS survey results) Guide retention (returning guide %) Demonstrating the company culture and DNA:
We care deeply We exceed expectations We tell it like it is We create meaningful connections We love adventure & love what we do
Required skills and behaviors:
Understanding and experience with Risk Management and creating a culture of safety Support-focused with a "can-do" attitude Problem-solving, Solutions Focused Strong organisational skills Relationship building Outgoing and flexible, with a positive and professional attitude Self-starter who takes personal responsibility Can handle a fast-paced environment and a challenging workload Responds and adapts quickly to change