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Fulfillment Operations Manager/ Director (Remote)

Company: Context Travel
Location: Milwaukee
Posted on: January 16, 2022

Job Description:

Context is a mission-driven organization at the intersection of travel and education. For 18 years, Context exclusively ran scholar-led tours in over 60 destinations around the globe, led by MA- and Ph.D.-level experts that could go beneath the surface, diving deep into art, history, and culture. In March 2020, in response to the pandemic, we pivoted with resounding success; we empowered our network of scholars to bring their curated content online to customers in lockdown around the globe. Thus was born Context Learning, our digital product line.

Led by an all-star leadership team with venture-capital backing, Context is now rebuilding its traditional on-the-ground tours business while simultaneously scaling its virtual learning business. We believe we are positioned to offer a product that is unlike any other in the market - real-life experiences complemented by online education, blended into one comprehensive learning experience.

To meet the demands of our re-emerging travel business, Context is looking to hire a Fulfillment Operations Manager/ Director. Your immediate focus in this role will be on assisting with the re-opening / re-launching of in-person travel experience in Context's top destinations to ensure that our tours can run as designed within the new landscape of COVID restrictions and changes. As leader of the fulfillment operations team, you will help the company scale its internal operating processes and strategies to deliver a high-quality in-person customer experience as we grow back to our previous travel volume while maintaining our position as the preferred travel company to work with for expert guides all over the world - as reflected in both our customer NPS and feedback from experts.

To be successful in doing so, you'll need to be able to work independently as part of a remote and distributed team as well as have strong communication skills, attention to detail and a process-oriented mindset. Experience traveling in Europe is a plus as is experience working in an e-commerce company.

This role is remote, reporting into the VP Operations + Experience. Team members are distributed in Philadelphia, New York, Italy, and Mexico. The preferred workday schedule will allow for some overlap between USA and EU teams, i.e. an 8 am start time for USA candidates and a 6 pm stop time for candidates in Europe.

More about the role:

Responsibilities and Tasks

  • Tour Portfolio Product Management
    • Develop and ensure compliance to standard operating procedures that must be followed on all product design, maintenance, and tools
    • Collaborate with Marketing and Portfolio teams on product launches and updates
    • Establish response SLAs for product questions and updates
    • Supply Chain
      • Design inventory drawdown strategies for top venues
      • Strategize on securing ticket and guide availability ahead of peak seasons
      • Build relationships with top venues to enable annual negotiations
      • Monitor guide supply across top international destinations
      • Mobilize cross-functional teams to solve supply issues
      • Create supply-induced contingency plans in highest priority destinations
      • People Management
        • Set performance goals and provide evaluative feedback for operational team
        • Foster a collaborative environment within a dispersed team across 3+ time zones
          By the end of your first -3 months, you will have acquired:
          • Knowledge of our products and how they are created and fulfilled in our back-end system and sold on our website.
          • Understanding of our expert guide community and the key qualities of a Context expert
          • Familiarity with the top cities and top venues in our global network and travel trends
          • Mastery of our internal communication channels (Slack, Gmail, Zoom meetings, G-Docs)

            More about you

            The strongest candidates will have at least a bachelors' degree with a minimum of 5+ years of related work experience, preferably in the travel industry or e-commerce inventory management. If you love to travel and have a few stamps in your passport, this is a great role for you. You'll also need a passion for learning and for building and growing a business! Fluency in a second language (French, Spanish, Italian) is strongly preferred.

            Day-to-day, you'll need to be able to:
            • Work in a fast-paced environment and contribute creatively to our growing team
            • Make data-driven decisions and recommendations to cross-functional teams, SQL strongly preferred; gSheets / Excel a must.
            • Work on projects and initiatives involving colleagues across time zones, functions, and levels
            • Understand American business practices and communication styles as well as European norms
            • Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability
            • Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts across the globe

              In terms of skills, that means:
              • Written and Spoken Communication in English: you write clear & succinct emails and Slack messages, you give clear instructions, recommendations and ask questions for clarification.
              • Empathy and relationship-building: you have a sincere interest in building connections with remotely located team members and experts and in understanding their work and needs. You are outgoing and personable in your interactions.
              • Problem Solving: you are a systems thinker who looks for ways to improve and optimize your work for efficiency and quality control.
              • Attention to detail: you are careful and precise and value accuracy in your work

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Keywords: Context Travel, Milwaukee , Fulfillment Operations Manager/ Director (Remote), Executive , Milwaukee, Wisconsin

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