Job Description

Company Description: TrueNorth DMC is a destination management company specializing in comprehensive ground handling and destination services across the United States, Canada, and North America.

We work with international tour operators, travel agencies, corporate groups, and travel partners to deliver seamless FIT, Group, MICE, and customized travel experiences. Our services include hotels, transportation, sightseeing, attractions, restaurants, guides, airport transfers, group movements, and complete destination management.

We are looking for an experienced Senior Operations Manager to lead and strengthen our U.S. operations team.

Position Overview

The Senior Operations Manager will be responsible for overseeing the end-to-end execution of group tours, FIT bookings, MICE movements, and customized travel programs throughout the United States.

This is a hands-on leadership role requiring strong destination knowledge, supplier relationships, operational planning, problem-solving abilities, and the ability to manage multiple groups simultaneously.

The ideal candidate should have strong experience working with a DMC, receptive tour operator, inbound tour operator, or travel company handling U.S. ground operations.

Key ResponsibilitiesTour & Group Operations

Manage complete ground operations for leisure groups, FIT travelers, MICE groups, and customized programs across the United States.
Review finalized itineraries and ensure all operational components are booked and reconfirmed.
Coordinate hotels, transportation, restaurants, attractions, guides, airport transfers, activities, and other ground services.
Prepare detailed operational files, movement sheets, vouchers, rooming lists, manifests, and supplier confirmations.
Monitor groups from arrival through departure and ensure smooth execution throughout the tour.
Manage multiple departures and operational files simultaneously.
Ensure all services are delivered according to the confirmed itinerary, quality standards, and client expectations.

Supplier & Vendor Management

Develop and maintain strong relationships with hotels, transportation companies, restaurants, attractions, guides, and local suppliers.
Negotiate competitive rates, terms, cancellation policies, and operational conditions.
Source new suppliers and alternatives in major U.S. destinations.
Maintain an updated supplier database and preferred vendor network.
Monitor supplier performance and resolve service-related issues.
Ensure suppliers receive accurate passenger counts, timings, manifests, and service requirements.

Transportation & Logistics

Coordinate coaches, minibuses, Sprinter vans, SUVs, airport transfers, and other transportation requirements.
Manage driver schedules, DOT-related operational considerations, routing, parking, permits, and group movement logistics.
Coordinate airport arrivals and departures, including meet-and-greet services.
Plan complex multi-city movements while maintaining realistic travel times and operational efficiency.
Handle last-minute transportation changes, delays, breakdowns, and other operational issues.

Hotel & Accommodation Operations

Coordinate hotel reservations, rooming lists, group allocations, special requests, and payment deadlines.
Work directly with hotel sales and operations teams for group arrivals and departures.
Monitor attrition, cancellation deadlines, deposits, and final payment schedules.
Reconfirm group arrangements before arrival and ensure smooth check-in and check-out procedures.

Client & Partner Coordination

Communicate with international tour operators, travel agencies, and B2B partners regarding operational requirements.
Review itineraries before operation and identify potential logistical challenges.
Provide timely operational updates to clients and internal teams.
Coordinate special requirements including dietary preferences, accessibility needs, VIP travelers, senior travelers, and special occasions.
Build long-term relationships with B2B partners through reliable execution and proactive communication.

Team Leadership

Lead, train, and supervise the operations team.
Allocate files and responsibilities based on workload and destination expertise.
Establish operational processes, checklists, and quality-control procedures.
Conduct pre-departure reviews for major groups.
Monitor team performance, response times, accuracy, and service standards.
Support team members during high-volume periods and complex operations.
Create a culture of ownership, urgency, accountability, and exceptional customer service.

On-Tour Support & Problem Resolution

Serve as a senior escalation point for operational issues.
Handle last-minute changes, flight disruptions, supplier cancellations, passenger emergencies, and service recovery.
Coordinate solutions quickly while minimizing financial and operational impact.
Maintain communication with tour managers, drivers, suppliers, and clients during active departures.
Participate in after-hours operational support when required for active groups.

Cost Control & Operational Profitability

Review supplier costs and ensure services remain within approved budgets.
Identify opportunities to improve operational efficiency and margins without compromising service quality.
Verify supplier invoices against confirmed services and contracted rates.
Work closely with the contracting, sales, and finance teams regarding costing and supplier payments.
Monitor operational expenses and prevent avoidable additional charges.

Preferred Experience

5+ years of experience in travel operations, preferably within a U.S. DMC, receptive operator, inbound tour operator, group tour operator, or destination management company.
2+ years of experience managing or supervising an operations team preferred.
Strong knowledge of major U.S. destinations and tourism circuits.
Experience managing multi-city group tours within the United States.
Strong understanding of hotels, motorcoach operations, attractions, restaurants, guides, and group logistics.
Experience handling international travelers and overseas B2B travel partners.
Experience with MICE, corporate groups, incentive travel, and large leisure groups is an advantage.

Key Skills

Excellent operational planning and organizational skills
Strong leadership and team-management abilities
Excellent written and verbal communication
Strong negotiation and vendor-management skills
Ability to manage multiple groups and deadlines simultaneously
Excellent problem-solving and decision-making abilities
Strong attention to detail
Ability to remain calm and solution-oriented during operational disruptions
Strong knowledge of Microsoft Office, Google Workspace, CRM, and travel operations systems
Understanding of tour costing and operational margins
Strong geographic knowledge of the United States

What We Are Looking For

We are looking for someone who thinks beyond simply making reservations.

The right candidate understands the complete journey of a group, anticipates operational challenges before they happen, maintains strong supplier relationships, takes ownership of every file, and ensures that our clients receive consistently reliable service.

You should be comfortable working in a fast-paced environment where multiple groups may be traveling across different U.S. destinations at the same time.

Why Join TrueNorth DMC

At TrueNorth DMC, you will have the opportunity to play a key leadership role in building and expanding a growing North American destination management company.

You will work directly with international travel partners, develop supplier networks across major destinations, lead operational teams, and help establish the systems and service standards required to scale our U.S. and North American operations.