JOB DESCRIPTION
| Position: |
Operations Manager |
|
Company: |
Tours & Transportation |
| FLSA Status: |
Exempt |
|
Department: |
Hawaii Island Operations |
| Reports To: |
Hawaii Island General Manager |
|
Salary Range: |
$75,000.00-$80,000.00 |
Position Overview and Objective: The Operations Manager plays a crucial role in ensuring the smooth and efficient management of all island operations, encompassing tours, transportation services, school bus operations, contract transportation, training programs, and administrative support. By collaborating closely with the Hawaii Island General Manager and statewide leadership, the Operations Manager helps drive the achievement of ambitious financial targets, exceptional service standards, and comprehensive safety protocols. This position is pivotal to maintaining daily operations that not only run seamlessly but also exceed the expectations of guests, vendors, and employees. Prioritizing safety above all, the Operations Manager ensures that every aspect of the operation delivers a high-quality experience, fostering trust, satisfaction, and loyalty among all stakeholders.
Essential Job Functions and Responsibilities:
- Coordinates daily operations across tours, transportation, school bus services, airport activities, dispatch, and administrative functions, emphasizing proactive operational excellence.
- Efficiently oversees, coordinates, and manages driver and staff cross-utilization and training initiatives to significantly boost overall productivity and operational effectiveness.
- Leads and manages subordinate staff effectively to meet organizational standards, policies, regulations, and contractual obligations, implementing schedule adjustments and policy updates promptly to sustain peak performance.
- Provides leadership and accountability for service quality and contract compliance across government, commercial, and community partnerships, ensuring excellent customer experience, adherence to contracts, and fostering long-term relationships.
- Communicates operational priorities clearly, aligning the team with organizational and department goals to support immediate and strategic objectives.
- Monitors operations to ensure staff compliance with policies, safety regulations, and government requirements, promoting a culture of safety through audits, training, and supervision.
- Analyzes expenses and financial trends to develop plans and budgets that improve service reliability, efficiency, and profitability.
- Ensures the team has the necessary resources, using performance data to track progress and maintain effective measurement systems.
- Adapts department activities, policies, and practices to surpass key performance and satisfaction metrics, supporting cross-department goals.
- Drives innovation and cost-saving initiatives, leading improvements aligned with corporate objectives and proactively offering solutions to senior management.
- Utilizes technology and data analysis to optimize workflows, troubleshoot issues, and enhance safety, service quality, and efficiency.
- Manages physical infrastructure to ensure facilities, equipment, and workspaces are well-maintained and support high standards.
- Participates in contract negotiations for equipment, materials, and supplies, and monitors vendor performance to ensure compliance and value.
Essential Knowledge and Skills
- Possesses extensive knowledge and proven proficiency in effectively managing and coordinating transportation-driven operations and services.
- Demonstrates a strong ability to meet contractual requirements with precision while consistently exceeding standard expectations.
- Committed to delivering exceptional results through strategic planning, meticulous execution, and a proactive approach that ensures seamless service delivery and enhances overall operational efficiency.
- Possessing a strong understanding of financial concepts and basic accounting practices is essential for effective budgeting, reporting, and operational decision-making.
- Demonstrates excellent communication, active listening skills, and the ability to build strong relationships. Remains adaptable and open-minded, communicates effectively, and welcomes feedback to improve performance.
- Proficient in operating various systems and technologies, quickly adapting to new platforms, staying updated on advancements, and utilizing tools to enhance workflow and efficiency.
- Highly skilled in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel, for operational reporting, analysis, and communication.
- Valid driver’s license and access to a properly insured vehicle are required to fulfill travel and transportation responsibilities effectively.
Preferred Qualifications and Essential Skills
- Bachelor’s degree in Business Administration, Public Administration, Transportation, or a related field. Equivalent experience may substitute for a degree on a year-for-year basis; applicants without a degree should include a statement detailing their qualifying experience.
- At least four years of verifiable, full-time professional training and safety experience, preferably in transportation.
- Knowledge of USDOT regulations and requirements for passenger vehicle transportation.
- Strong leadership and management skills, with a proven ability to motivate and inspire teams.
- Excellent communication and interpersonal skills for effective engagement.
- Willingness to travel occasionally for training and assessments.
- Availability to work outside regular hours as needed to support training schedules.
- Strong listening skills, relationship-building ability, flexibility, open-mindedness, negotiating skills, and capability to manage feedback and criticism.
- Ability to adapt to new technology, learn new programs quickly, stay current with updates, and use technology to enhance productivity.
Working Conditions and Environment
This role offers an excellent opportunity to contribute to a dynamic and fast-paced environment. To succeed, you should be adaptable and prepared to handle a variety of tasks. Key qualities and requirements include:
- Must be willing to work a flexible schedule as needed, including being available 24/7 based on business requirements, even during holidays.
- Ability to travel to multiple sites across Hawaii Island and statewide as operational demands arise.
- Work primarily in an office environment, utilizing a computer, phone, and standard office equipment regularly.
- Physical stamina is essential, as the role involves prolonged sitting or standing, along with occasional activities such as walking, bending, kneeling, pulling, pushing, and lifting up to 40 pounds.
The information contained within this job description is intended to outline the general nature and level of work expected from an employee in this role. It should not be considered an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add to, or delete any part of this description as necessary. Reasonable accommodations will be provided to enable qualified individuals with disabilities to fulfill the essential functions of this position.
