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Operations Manager

  • Tokyo, Japan, Tokyo, Japan
  • Discova
  • Full time

Operations Manager

About us

The Discova brand was launched in July 2019 and is the newest brand in the Flight Centre Travel Group family of brands.  The merger of Buffalo Tours in Asia and Olympus Tours in the Americas created a global DMC business with more than 20 years experience in delivering amazing travel experiences to our customers. With a purpose to connect people and places with a world of possibilities, we are the travel people who work globally, live locally and go the extra mile to help our partners extend their reach.

About the Opportunity

Discova are excited to announce we are looking for an experienced leader to join the Japan team who will be working closely with the Country Manager and Sales and Reservations Leader.  This key role is to lead the operational levels and execute the fulfillment strategies with all customer-facing functions, teams, and support teams in reservations and operations teams

The Operations Manager will work in partnership with the Country Manager to execute the operational standards and requirements that will drive customer satisfaction and productivity. They will strive to optimize business performance based on OBW Minimum Standards, Company Philosophies and operational systems. The Operations Manage provides direction and vision for the team. This will involve the development and delivery of best-in-class service and memorable local experiences for the customers.

Operationally, the role will be responsible for leading office-based Operations executives, Airport Reps, Drivers, or Tour Guides to deliver amazing customer services on the ground, handle operational issues, and continually improve the ways we operate our products.

Your main responsibility is:  

  • Lead office-based Operations executives, Airport Reps, Drivers, or Tour Guides to deliver amazing customer services on the ground, handling operational issues and continually improving the ways we operate our products.
  • Be able to collaborate and lead with a diverse range of cultures and teams with strong interpersonal and presentation skills.
  • Be able to make thoughtful decisions in a timely manner, often within tight deadlines.
  • Have a strong business acumen.
  • Never hesitate to roll up their sleeves to execute a full range of operations duties
  • Have strong organizational and analytical skills.
  • Provide expertise in Crisis Management.

About you
 The Essentials:

  • A Bachelor Degree or a degree in tourism and hospitality or relevant working experience.
  • Minimum 3 year experience in tourism operations
  • 2 year experience in a leadership role
  • Experience in a DMC or tour operator is an advantage.
  • Fluent in Japanese and excellent command of both written and spoken English.
  • An understanding and belief in Responsible Tourism is desirable.

The Attributes:

  • Well-developed problem-solving skill
  • Customer-centric with a commitment to high standards of service delivery
  • Solid collaboration and communication skills (verbal and written)
  • High attention to detail & strong time/priority management skills
  • Strong interpersonal and presentation skills across culture
  • Able to work independently or in a team environment
  • A flexible rotating roster that may include late nights, weekends, and early mornings
  • Comfortable with uncertainties/changing priorities and under pressure.
  • Willing to travel on business when required
  • Proficient with Microsoft Office applications

Finally, if you are successful, you will find out that working with Discova is more than just a job. To be part of the Discova family is to be in your element. We offer an exciting career progression globally and a fantastic and supportive team culture and social events that are the envy of the industry.
Get in touch now and Discova a world of possibilities!


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