Austin Adventures Assistant Operations Manager

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:

1.       Guide Support

• 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

2.       Guide administration

• 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

3.       Permits and Compliance

• Acquire and manage all necessary permits
• Complete Monthly and End of Year Reports as needed

4.       Equipment Management

• Work closely with Fleet Managers to maintain bikes, trailers, & vans
• Prepare equipment prior to trips
• Clean, organize, and winterize equipment after trips

•   Product & CS Support

• 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

•   Other duties

• 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