Adventure Operations Manager

What is Flash Pack?

When was the last time you made a new friend? Friendship profoundly improves our emotional wellbeing, sense of belonging, purpose and happiness. Everyone wants more human connection but making new friends is really hard. That’s why we exist, with a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection.

We are Flash Pack – curated group adventures for solo travelers.

International demand for solo travel is starting to boom once again – and Flash Pack is here to lead the charge of a growing global movement. To fulfill this mission, we’re expanding our team with some of the best talent around.

A remote-first, well-capitalizedstart-up, we are backed by founders, investors and entrepreneurs who have built multi-billion dollar companies. We are looking for innovative thinkers and doers to join our team on a mission to tackle the loneliness epidemic and help everyone connect with new friends.

The Role:

Reporting into our Head of Adventure Operations, we’re looking for an experienced and driven Manager to join our Adventure Operations team. As Adventure Operations Manager you will split your time between line management of your direct reports (50%), key local partner account management activities (25%) and participating in cross-functional projects (25%).

Your team will work in partnership with our trusted Destination Management Companies (DMCs) on the operational delivery, commercial performance and quality control of our Adventures (our tours).

To thrive in this role you will have excellent team management skills, a natural ability to build strong supplier partnerships, be an efficient multi-tasker and possess exceptional attention to detail.

Results you’ll drive:

• Create a high performing team - your team will be composed of 2x Jr Adventure Operations Managers (who look after a portfolio of Adventures and DMCs) and 1x Adventure Operations Coordinator. To support your team, you don’t need to hold specialist destination knowledge but you do need to have strong managerial skills so as to influence your team to deliver our Adventures to our expected standards. We’re also looking for someone who enjoys coaching and mentoring their direct reports, we want to see team members learning and progressing in their roles.

• Exceptional account management of our DMC partners - it’s your job to ensure your team members know how to get the best from our DMCs and that they’re set-up to deliver successful Adventures. A key part of this will be ensuring they understand how to use our systems to optimise efficiency and business growth plans.

• Efficiently scale up the number of departing tours - mentor your team on how to secure allocations (hotels and activity bookings) with DMCs in order to ensure that we can deliver the maximum number of departures per itinerary. This will directly contribute to Flash Pack’s organisational growth.

• Operational excellence - by partnering with our Head of Customer Safety, your team will ensure our Adventures comply with our minimum health and safety standards. You will also partner with DMCs and Pack Leaders to ensure our on-tour incident management procedures are followed.

• Quality control of our Adventures - you will be measured and rewarded based on customer feedback about the Adventures managed by your team, with a particular focus on quality and NPS.You will need to continually review Adventure product performance, and then identify and action necessary improvements based on customer feedback and your team’s knowledge.

Your responsibilities will regularly change and develop as the business grows, and it is important that you are comfortable getting involved in tasks outside your remit in order to help the business meet our key objectives.

You’ll do this in line with our company values.

This is a Remote Flexible role meaning that while it is contracted to the London office there is flexibility to work from home the majority of the time.

This role will be a great fit if:

We’re after the right person. If you don’t quite hit all the criteria, you should still apply based on hitting the majority. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don't let our role description hold you back, get applying!

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• Experienced team manager who’s passionate about coaching and developing team members

  
  

• Proven track record in B2C supplier account management

  
  

• Knows how to coach and mentor junior managers and drive high performance

  
  

• Working in a start-up or scale-up environment - we need someone who is comfortable with a degree of chaos and challenging situations

  
  

• Excellent communicator

  
  

• Thorough and detail-orientated

  
  

• Juggle different priorities and tasks in a fast-paced environment

  
  

• Self-starter

  
  

The nice-to-haves:

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• Well-travelled

  
  

• A background in group travel

  
  

Sound good? Then join our mission to create one million friendships through group adventure – and a friendly and energetic global team on the cusp of worldwide expansion.

This role won’t be a good fit if:

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• You’re not able to be flexible with your working hours from time-to-time; we have suppliers all around the world, everywhere from Argentina to New Zealand

  
  

• You don’t enjoy spinning a lot of plates at the same time

  
  

• You don’t enjoy working in an environment which can be somewhat reactive (e.g. we can’t control if or when on-tour incidents occur)

  
  

• You need all processes to be perfectly mapped out and never change

  
  

• You’re not personally passionate about the benefits of experiential travel

  
  

What else?

Hours: This role is Monday to Friday but you will be liaising with our UK and US offices as well as all of our global DMC partners on a daily basis. The Adventure Operations team also play their part in managing our on-tour incidents. You should be happy working some evenings and weekends if required.

Salary: The base salary range for this role is between £43,400 - £49,700 depending on experience. We also offer stock options after your first year with the company.

Location: You will be based in the UK (or +/- 2hrs GMT), but the role can mostly be done remotely.

Our culture: We revolve around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity. We care deeply about surrounding ourselves with ambitious, exceptional but humble people and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.

What’s in it for you?

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• You’ll get 25 days Annual Leave plus an additional day off on your birthday

  
  

• A remote-first office. We don’t care where you work from as long as you hit your targets

  
  

• Opportunity to work from abroad

  
  

• The opportunity to travel and experience a Flash Pack trip

  
  

• A diverse and inclusive team

  
  

• In person socials every 6-8 weeks and Company wide events

  
  

• Stock options after your first year of employment

  
  

• Unlimited mental health and wellbeing support/therapy

  
  

• Generous matched Pension

  
  

Interview Process:

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• Stage 1 - CV Walkthrough with Zoe (Adventure Operations Manager) and a member of her team

  
  

• Stage 2 - Case study and Culture & Values interview with Ollie (Head of Adventure Operations)

  
  

• Stage 3 - Meet a Founder

  
  

Diversity & Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.