Head of Operations

Head Of Operations

A company with great growth plans in the tourism sector is looking for a Head Of Operations to lead transformation, optimize performance, and take operational strategy to the next level.

This is a high-impact leadership role for someone ready to restructure teams, implement smart systems, and create tangible results - without waiting for permission.

100% Remote, Poland-based (occasional travel required)

Your Mission :

To redesign and optimize the core tour organization operations, ensuring we are cost-effective, scalable, and always ready to serve more customers without compromising quality

Your Core Responsibilities

• Lead and restructure the Tour Operations team (approx. 30 people) to adapt to booking volumes and market needs.
• Redesign workflows and assign clear responsibilities across functional units.
• Set up KPIs, performance metrics, and implement tools to monitor operational efficiency.
• Collaborate closely with internal stakeholders (Sales, Product, Finance) to ensure seamless service delivery.
• Develop and execute operational strategy aligned with business growth goals.
• Create scalable procedures that ensure high service quality across all destinations.
• Benchmark market data (guide rates, transport, competitors) to support data-based decisions.
• Ensure availability of guides and service providers in key markets.
• Develop market entry and acquisition strategies for new locations.
• Build long-term partnerships with local suppliers (guides, transport providers).
• Lead negotiations and establish cooperation standards that are beneficial and scalable.
• Work with Customer Support and Product to streamline the guest journey from booking to delivery.
• Implement operational tools that support automation and reduce manual workload.
• Standardize communication protocols to ensure consistent client experience across all regions.

What We're Looking For

What You'll Get