Global Partner Operations Support Manager

At Pursuit we offer more than just a place to visit we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges all designed to highlight the unique beauty of each location. Beyond that we offer thoughtfully crafted restaurants retail and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces youll find along the way the thoughtful amenities and the delightful details that make every visit feel personal and unforgettable.

The Global Partner Operations Support Manager is an enterprise-wide role on this team. Where the Lodging Inside Sales and Attractions & Transportation teams each operate with their own rhythms priorities and ways of working this role sits across all geographies; providing consistency standards and day-to-day support that keep the function operating as one team rather than disconnected ones.

This role exists to take the tactical cross-functional weight off the Senior Manager and department managers stepping in wherever theres a gap: a systems issue a training need a rate code build ad-hoc discrepancies or a client escalation.

This role requires a strong understanding of B2B reservations including the operational realities of tour group and events. This expertise allows the right individual to make the right calls quickly across teams that dont operate the same way. This is a catch-all high-trust role for someone equally comfortable in the weeds of a system fix in a room with internal/external stakeholders explaining a tough no and holding a team accountable to a standard one day while going to bat for that same team the next.

Success in this role will be defined by: KPIs that are tracked and acted on across every team consistent standards that hold even where local practices differ a team that is well-trained client relationships that stay strong through difficult conversations and a quality control process that people actually follow every day.

RESPONSIBILITIES

Enterprise & Cross-Team Leadership

• Operate as one of the few truly global connectors across the Partner Operations function working fluently across Hotels Inside Sales and Attractions & Transportation despite their distinct operating models.
• Build and maintain a real working understanding of how each team operates so that standards decisions and support are relevant and applicable to each discipline; not one-size-fits-all.
• Hold teams accountable to shared standards KPIs and processes while also being a genuine advocate for those teams; surfacing what they need removing blockers and representing their interests to senior leadership and partners.
• Bring an enterprise mindset to every decision: consider the impact on the wider business not just the team or location directly involved.

Performance & Team Enablement

• Set monitor and report on KPIs across the Travel Trade Reservations function; flag trends and recommend corrective action.
• Own in-house hiring and training for the Partner Operations team ensuring consistency in onboarding process knowledge and standards across locations.
• Act as a resource and escalation point for the Partner Operations managers; supporting them without owning their day-to-day.
• Develop and continuously improve onboarding and training materials to ensure new and existing team members are equipped with the knowledge tools and standards needed to perform successfully.

Systems & Rate Management

• Build and maintain rate codes across relevant systems as new products promotions or partner agreements require.
• Troubleshoot system issues arise working with IT/applications teams where needed to resolve root causes not just symptoms.

Client & Partner Relationship Management

• Own and maintain relationships with key travel trade partners acting as a steady trusted point of contact.
• Work collaboratively with the sales teams to evaluate partner requests and proposals; including unconventional or outside-the-box ideas; against whats right for the business the property and the partnership at that point in time.
• Deliver difficult messages clearly and constructively: able to say no explain the reasoning and protect the relationship in the process.

Quality Control & Process

• Design implement and enforce daily quality control processes to ensure booking accuracy and operational consistency across teams and locations.
• Work collaboratively with the Partner Operations leadership team to ensure the right people are in the right roles at the right times through proactive workforce planning and coordination with team managers.
• Continuously review processes for gaps and drive improvements before small issues become recurring ones.
• Audit clean up and maintain SOP processes so documentation is accurate current and consistently followed across teams.

Cross-Functional Troubleshooting

• Serve as a first point of contact for ad hoc issues spanning customer success accounting and systems by resolving directly or routing to the right owner.
• Collaborate closely with Partner Operations leadership Sales and Revenue Management to align Partner Operations activity with broader commercial strategy.

SKILLS QUALIFICATIONS & EXPERIENCE

• Strong working knowledge of the global travel trade landscape and B2B hospitality industry including how tour groups FIT and MICE segments operate operationally and commercially. This level of industry understanding is essential and cannot be developed solely through on-the-job training.
• Proven 3 years experience in reservations hospitality operations or a similar client-facing operational role ideally across more than one business line or location.
• Role may have additional responsibilities not outlined; job description is not intended to be an exhaustive list of duties. Responsibilities may evolve based on business needs and additional tasks or projects may be assigned as required.
• Experience managing or mentoring teams including hiring and training with a demonstrated ability to hold people accountable while also advocating for them.
• Comfortable working hands-on in reservations/rate management systems. Experience working with Inntopia Opera Cloud Ventrata Salesforce Freshdesk or a strong willingness to learn new systems quickly.
• Strong business judgment; successful candidate must have the ability to evaluate a request or idea on its merits and make (and defend) a decision with the wider enterprise in mind not just one team or property.
• Excellent relationship management skills with the ability to navigate difficult conversations professionally and without damaging the partnership.
• High attention to detail and a track record of building or maintaining quality control processes across multiple teams or locations.
• Comfortable operating without a narrow lane; this role moves between systems people processes and partners across teams that dont all work the same way in a single day.

This job description describes this role at a high level but no document can anticipate every single task issue or project that could come up. We work as a team and believe that we succeed together these job duties may change based on the needs of the team and company as a whole.

To handle this job successfully any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job could be based in Canada or the US and legal ability to work in both is required.

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About Us:

Were more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.

Thoughtfully united by their unique power to inspire and invigorate our collection of hotels and lodges recreational attractions ground transportation services retail food and beverage sightseeing tours and travel products are tied together by iconic destination-worthy locations in Alaska Montana the Canadian Rockies Reykjavík and Costa Rica.

Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index we specialize in attractions-led hospitality consistently generating revenue and delivering value to our shareholders.

What will your work environment be like

At Pursuit our locations are more than just a place to work its a space where you can bring your whole self collaborate with talented teams across departments and build lasting friendships. We believe in fostering an environment where work and play coexist so whether youre tackling projects or enjoying our many perks youll feel supported and valued. With a variety of great benefits were committed to ensuring that your time with us is as fulfilling as it is fun.

Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places were lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that for many people exists only in their imagination. To build career experience beside seasoned professionals a community of people who say yes to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose turning moments into memories

PURSUIT PERKS

• Join an inclusive global team and make life-long connections

• Enjoy free access to Pursuit attractions and 50% off for friends

• Get discounts on hotel stays dining and retail

• Access subsidized mental health and wellness resources

Equal Employment Opportunities Information

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion gender sexual orientation disability veteran status and other protected places a high value on diverse backgrounds and experiences recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is locatedto apply and join our inclusive team!We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you cant apply online or need accommodation during the application or hiring process please contact our Talent & Acquisition Team

We thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted directly.