Product & Operations Executive (Product Manager)

4 weeks ago

St Kilda, Australia Experience Education Full time

**What you'll do**:
The Product Manager for Australasia will be predominantly responsible for the development and delivery of products in the Tours range, and Expedition and Journey products travelling within the Australasia region. The main responsibilities of the role will be:
**Ground Team Management**:

- Act as the main point of contact for our Ground Teams, responding to queries, providing detailed information about upcoming trips, and gathering information required to support trip sales and pre-departure support
- Work with the Product Team Manager to strategize rates for in-country services below budget, enhancing forecasted margins for every trip
- Conduct feedback reviews with Ground Teams after each departure
- Liaise with Ground Teams to lead destination capacity and ensure availability for prospective bookings
- Collaborate with Ground Teams to create and price custom Tour itineraries aligned to school requirements on a needs basis

**Trip Delivery**:

- Ensure trips in-country are booked and suppliers are briefed to deliver to a high standard
- Deliver high quality customer experience by continually reviewing all aspects of trip planning and delivery, evidenced through a customer feedback net promoter score (NPS) above 60
- Partner with the Community Partnership Coordinator to ensure initiatives meet the highest standard of quality and ethics, maintaining a positive NPS score for this element of the trips
- Create and share supplier reports and participant details prior to travel
- Conduct flight checks to ensure arrival and departure times align to in-country services

**Product Development**:

- Establish relationships with DMCs in destinations where we wish to develop and expand the product range
- Work with DMCs to design and price new products as required by market demands
- Collaborate with marketing to design collateral for new itineraries
- Collaborate with the safety team to ensure new activities are signed off for use
- Collaborate with the Sustainability Coordinator to ensure new itineraries align to our commitments in this area

**Sales Support**:

- Respond to enquiries from the Sales Team regarding trip itineraries and logistics
- Work with the sales team to develop custom itineraries for Tours aligned to school requirements

**Product Inventory Maintenance**:

- Build a product inventory for Tours in the reservation system to allow creation of itineraries and proposals including itinerary and cost information, work with the Inventory Coordinator to ensure this is maintained to a high standard
- Produce logístical itineraries and Trip Packs for each trip using the reservation system for travelling teams to use in-country

**Other duties**:

- During peak departure seasons, work in the Operations Centre as part of a rota with other internal staff to provide on-trip support for teams. Training will be provided as required. Shifts may include unsociable hours, differing from typical work routine
- Seek out opportunities for learning and growth
- Assist with team projects to improve internal process and efficiency

**What we want from you**:

- Strong cross-cultural communication skills and ability to collaborate with a diverse, global network
- Excellent attention to detail, including strong written communication skills and competency dealing with pricing and cost calculations
- Good verbal communication and confidence to provide training and briefings to partners and colleagues
- Extremely organised, able to manage time effectively, work well under pressure, and balance a number of priorities
- Strong teammate, collaborating with departments across the business to achieve the best outcomes for the customer
- Be dynamic, willing to assist with a range of tasks and projects as required
- Have an interest in adventurous travel and/or experience working in the travel industry or travelling overseas

Are you a problem solver and big picture innovator who loves identifying new ideas and challenges to improve efficiency? Do you have the determination to drive success for product management and product development efforts? We encourage you to apply

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

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