Operations Manager, Destination America

The Travel Corporation (TTC)•Costa Mesa, CA

107d•Hybrid

About The Position

The Operations Manager (OM) for Destination America, is the expert responsible for ensuring seamless service delivery across assigned trips or programs. This position oversees the accurate execution, branding, and continuous improvement of every travel experience, working closely with cross-functional teams to uphold Destination America’s quality standards. As the primary point of contact for all operational inquiries, the OM serves as a trusted and informed resource for internal partners, Travel Directors, Trip Managers, suppliers, and TTC brand teams. They proactively identify opportunities to enhance guest satisfaction, drive efficiencies, and maintain consistency across all journeys.

Requirements

2+ years of experience in travel operations, group travel management, or related hospitality fields, with a strong understanding of logistics and service delivery. Previous experience as a Trip Manager or Travel Director is highly valued.
Demonstrated ability to manage multiple priorities, balance deadlines, and maintain accuracy under pressure in a fast-paced environment.
Proficiency in Microsoft Office 365 (Teams, SharePoint, Excel, Outlook); familiarity with tools such as Airtable and Salesforce is preferred.
Strong written and verbal communication skills, with the ability to build productive relationships across internal teams, suppliers, and Travel Directors.
Proven reliability and professionalism, including participation in the on-call rotation and flexibility to travel as business needs require.
High attention to detail, organization, and proactive problem-solving skills with a focus on exceptional service delivery.

Responsibilities

Collaborate on pre-departure preparations for assigned trips with the Operations Admin, Contracting, and Travel Experiences teams as needed.
Create, update, and maintain detailed itineraries (“technicals”) and operational components in line with brand and client standards.
Manage special needs and accessibility requests (dietary, mobility, medical) to ensure ADA compliance and exceptional guest care.
Monitor trip performance throughout the season, proactively resolving issues and escalating when needed.
Track partner and service quality, sharing feedback through structured reviews through mid – and post-season meetings.
Prepare for and oversee VIP or partner travel, ensuring all special arrangements and requests are executed flawlessly.
Conduct pre-trip briefings and post-trip debriefings to align Tour Directors/Trip Managers with brand standards and trip updates.
Provide ongoing feedback to Tour Directors/Trip Managers, sharing insights with the Director of Operations (and workstream leads where appropriate) on performance and training needs.
Coordinate Tour Director logistics such as transfers, relocation, accommodations, and administrative documentation (finance workbooks, advances, etc.).
Build and maintain strong relationships with internal teams and third-party partners to ensure smooth trip execution.
Support TTC and Key Account/Custom Group customers with operational requests, including group transfers, guest coordination, or lost-item follow-ups.
Communicate proactively with partners to clarify service expectations and uphold consistency across all departures.
Participate in after-hours on-call rotation to resolve guest or operational emergencies in real time. (This will include scheduled weekend rotations throughout the year).
Collaborate across teams on seasonal infrastructure setup (Teams, SharePoint, Salesforce, TOPS, TD website, etc.) and annual events such as the Trip Manager & Travel Director Meeting.
Contribute to process improvement by observing and participating in live trips, preparing reports, and sharing recommendations for future enhancements.
Travel on short notice within the US and Canada is a function of the role and non-negotiable.