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We are looking to recruit an experienced transportational Head of Group Operations to lead operational planning and delivery for the JG Travel Group, a well-respected multi-brand Tour Operator. This role offers a real opportunity to make a significant contribution to the achievement of the company’s strategy.
Reporting to the Group Product Director, you will lead the delivery and planning of all transportation and tour itineraries. Success in this role means delivering exceptional customer experiences through streamlined, efficient operations across both domestic and international offerings, while maintaining strict cost controls, legal compliance, and health and safety standards.
A hands-on leader, able to lead and engage an experienced shift-based team including a Duty Office, with outstanding negotiation skills. Specific accountabilities include:
1. Manage the daily running of the operational teams;
2. Ensure the 7-day-a-week Duty Office is planned and organized as demanded by the full tour schedule (including colleague rotas, weekend and out-of-hours coverage, including night shifts);
3. Engage with all team members to achieve high standards; set individual performance targets, coach, motivate, and develop;
4. Negotiate and contract quality, reliable coach and feeder suppliers within budget, ensuring sufficient geographical coverage;
5. Manage and negotiate to ensure the liveried fleet is at the optimal size and quality;
6. Plan and organize the company’s coach transport and feeder vehicle requirements effectively and efficiently;
7. Manage and negotiate contracts with airline, transfer, ferry, and rail suppliers;
8. Ensure high levels of service, reliability, and cooperation from all transport operators through effective enforcement and review of Service Level Agreements;
9. Ensure transport quality and driver standards meet company expectations, motivate drivers, and lead the “Drivers Academy” program;
10. Ensure efficient, cost-effective coach interchanges with high standards;
11. Ensure seamless delivery of tours, itineraries, and operational systems to maximize customer experience;
12. Maintain operator legal compliance and health & safety standards at all times;
13. Monitor customer feedback, report monthly to suppliers, and take action on negative feedback;
14. Collaborate with the Customer Services team to minimize transport-related complaints and compensation, and participate in monthly Customer Experience meetings;
15. Streamline processes supporting transport and tour activities while maintaining high customer service levels;
16. Optimize technology use to support operations, drive profitability, and improve cost efficiencies;
17. Stay informed of sales and product trends impacting logistics; advise the Product team on logistical considerations for tours;
18. Work closely with Commercial and Finance teams to ensure operational costs stay within budget.
The ideal candidate will have strong leadership and planning skills, a background in service delivery focusing on customer experience, and a drive for operational efficiency through technology. Knowledge of UK & EU PSV driver hours and a Management CPC qualification in PSV Operations would be advantageous.
If you believe you have the relevant experience and attributes, please send your CV and cover letter to Helen Moylan/Chief Customer & People Officer at [emailprotected].
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