Tour Delivery Manager
About The Position
Collette is seeking a strategic, people-focused Tour Delivery Manager to support its Western US and Canada tour region. The role leads the recruitment, scheduling, development, and performance management of regional Tour Manager teams to ensure travelers receive a high-quality on-tour experience. Working closely with Tour Operations and other cross-functional teams, the manager upholds Collette brand standards, improves tour delivery consistency, and identifies opportunities to enhance the guest experience. The role requires periodic travel, estimated at approximately four trips per year.
Requirements
- At least 5 years of travel industry, tour operations, people leadership, or related management experience.
- Strong written and verbal communication skills, including the ability to coach, influence, and build trust across teams.
- Demonstrated analytical, creative problem-solving, and decision-making skills.
- Proven ability to manage internal and external stakeholder relationships in a collaborative, service-oriented environment.
- Proficiency with Microsoft Office, including Word, Excel, Outlook, and Teams.
- Ability to interpret customer feedback, identify performance trends, and translate insights into coaching and operational improvements.
Responsibilities
- Develop and execute an annual recruitment strategy to support business growth, strengthen regional coverage, and attract qualified Tour Managers.
- Schedule regional Tour Manager talent.
- Develop and evolve training strategies based on individual and team needs, using structured learning, on-the-road coaching, tour preparation, and briefings.
- Support issue resolution for Tour Managers while on tour.
- Contribute to the planning and execution of the annual Tour Manager Collaboration Meeting.
- Manage team performance against established metrics and customer feedback data; use quality management tools to identify trends, coaching opportunities, and resources that improve the on-tour experience.
- Gather and share regional Tour Manager insights to support tour enhancements, product refinement, and marketing content that reflects the guest experience.
- Partner with Product, Tour Operations, Emergency Services, and other internal teams to improve processes, strengthen communication, support new product development, and ensure Tour Managers have the tools and information needed on the road.
- Travel periodically, estimated at approximately four trips per year.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
