Senior Program Advisor, Visitor Services (Internal to DBC Employees Only)

Destination British Columbia•Vancouver, BC

9d•CA$80,704 - CA$91,936•Hybrid

About The Position

As part of the Destination Management Division, the Visitor Services team is dedicated to providing exceptional, accessible visitor services that are coordinated across channels and support seamless access to visitor information for all travellers. The Senior Program Advisor, Visitor Services leads the Visitor Services Network Program and serves as a key liaison between Destination BC and the tourism industry. This role fosters collaboration, encourages innovation, and promotes participation in provincial programs to enhance BC’s overall competitiveness as a travel destination. Reporting to the Manager, Visitor Services, the Senior Program Advisor advances the visitor services strategy by designing and delivering programs that equip Visitor Services Network members with the tools and training needed to provide outstanding service. The Advisor also supports and motivates network members to innovate and expand their services, ensuring that visitor information is readily accessible throughout BC, anytime, anywhere. This position provides strategic advice and support to Visitor Centres, Sponsor Organizations, communities, Regional Destination Management Organizations (DMOs), industry partners and provincial ministries. It promotes alignment across the industry and increases awareness and understanding of Destination BC’s Visitor Services Programs. The Senior Program Advisor also plays a vital role in integrating the industry’s Visitor Services plans with Destination BC’s planning and activities. The role in integrating partner and industry plans with Destination BC’s strategic objectives. The role is responsible for managing the full lifecycle of the Visitor Services Network Program, including the consistent application of program standards, policies, and procedures across all participating members. The Senior Program Advisor cultivates strong, professional working relationships with a diverse network of partners, contractors, and internal teams to support corporate goals, align strategies, strengthen engagement, and enhance the delivery of visitor services. With a strong focus on partnership development, relationship management, and multi-project program management, this role may also contribute to other areas within Visitor Services, such as the business listings program and customer engagement.

Requirements

Post-secondary education in business administration, public administration, tourism, or related field, or equivalent combination of education and related experience.
A minimum of 3 years’ experience in planning, implementing and delivering broad-reaching programs and initiatives.
A minimum 2 years’ experience developing and maintaining strategic relationships with a diverse group of business partners.
Demonstrated experience in managing budgets and financial resources to achieve program goals.
Experience in leading, coaching, or mentoring staff in a supportive and inclusive environment.
At least two years' experience providing direction or oversight to others, including professional staff, project teams, or contractors.
Strong verbal and written communication skills, with the ability to adapt messages for diverse audiences.
Confidence and ease in presenting to large groups in both in-person and virtual settings.
Solid understanding of digital communications strategies, including experience using a variety of platforms and channels.
Proven project management skills, with the ability to coordinate multiple complex initiatives while meeting deadlines and delivering results.
Ability and willingness to travel within British Columbia as required.
A Criminal Record Check (CRC) will be required.
A resume is required as part of your application. Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.
As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses to this questionnaire will be used to shortlist applicants against the job requirements.
Please allot approximately 30 minutes to complete the application.
Only applications submitted using the online application portal will be accepted.

Nice To Haves

Experience working on Visitor Services related projects or programs.
Experience leading and providing oversight of funding/partnership programs or initiatives

Responsibilities

Leads all aspects of the Visitor Services Network Program, including the ongoing management of related funding programs (Fee for Service funding and grants).
Manages complex, public facing relationships with tourism partners (provincial, local, regional and First Nations governments, RDMOs, CDMOs, and other industry partners) are informed, engaged, and understand the benefits and requirements of the Visitor Services Network program, supporting alignment and collaboration.
Provides strategic guidance and ongoing support to the tourism industry, communities, and sponsor organizations (all levels and types of government (including First Nations), RDMOs, CDMOs, Chambers of Commerce, and non-profit arts/culture organizations) to strengthen the delivery of visitor services across BC and ensure alignment with Destination BC programs and activities. May support business listings program and customer relations as required.
Evaluates and analyses funding applications, applies sound judgement, prepares rationale for funding decisions as part of the annual renewal process, ensuring decisions are consistent with Destination BC polices and guidelines.
Oversees the full project lifecycle of Visitor Services Network Program grants, from application through implementation to post-project reporting. Projects and programs vary in complexity and duration.
Leads the planning and coordination of the bi-annual Visitor Services Network Conference and other engagement sessions held throughout the year.
Manage training initiatives for the Visitor Services Network, supporting continuous learning.
Develops and refines program resources, including templates and communications. Reviews materials for clarity and alignment with brand and style guidelines, and approves for appropriate distribution.
Assesses the needs of Visitor Services Network members and designs tools and supports that respond to those needs and enhance service delivery.
Provides leadership and direction to program staff, including direct supervision of the Visitor Services Coordinator, and oversees implementation of the full program lifecycle.
Identifies opportunities and gaps, and works cross-functionally with internal teams (e.g., Global Marketing, Destination Development, Industry Development, Co-op Marketing, Corporate Communications, Brand, and Research) to ensure program deliverables align with Destination BC’s strategy and brand platform.
Contributes to the evolution of program guidelines, ensuring they reflect current strategic priorities and operational needs.
Identifies best practices and areas for improvement, using program evaluations and post-project reports to inform future initiatives and set priorities.
Prepares, monitors, and tracks contracts to ensure compliance with organizational policies. Provides direction to contractors, ensures services are delivered as agreed, and addresses issues or escalates concerns as appropriate.
Contributes to business planning and budget management in collaboration with the Manager, Visitor Services, and the Director, Industry Partnerships & DEIA.
Maintains current knowledge of visitor servicing best practices, including social and digital customer service, economic development, tourism policy and strategic planning trends.
Represents Destination BC at meetings and events, as directed, with key partners, such as CDMOs, tourism businesses, and community officials. Prepares and delivers presentations as needed.
Supports corporate and divisional projects and program priorities.
Other duties as required.