Operations & Experiene Manger - Africa

Role Mission 

The Operations & Experience Manager is a pivotal leadership role responsible for the operational integrity and "white-glove" execution of our in-country Africa Ops and Guest Experience team. This position requires a rare blend of technical Logistics Expert and UHNW Relationship Manager. You are the architect of the systems that prevent issues, the trainer who levels up the team’s capabilities, and the "In-the-Fire" leader who uses deep industry contacts to solve complex field emergencies in real-time.

Key Responsibilities

1. The Sales-to-Ops Bridge (Top-of-Funnel)

• Proposal Architecture: Oversee the support of the Sales team in the design of high-complexity proposals, ensuring that routing, bush-flight logistics, and seasonal variables are optimized for a 5-star experience.
• Systems Governance (The Admin): Oversee the "Soft QC" of all confirmed trips and the creation of bookings within the internal Admin system. You ensure the foundation of every trip is 100% accurate before it moves to the wider team.
• Feasibility Leadership: Serve as the final authority on itinerary feasibility, ensuring the brand never confirms a trip that cannot be executed flawlessly on the ground.

2. Workflow Design & The 30-Day "Grip" Phase

• Operational SOPs: Create and maintain the workflows the team uses to manage the high-intensity 30-day pre-departure window.
• Intelligence Training: Train the team to audit itineraries 30 days prior to departure to identify "WOW" opportunities (milestones, preferences) and "Red Zones" (potential logistical friction).
• The Strategic Feedback Loop: Standardize a process for feeding on-ground intel and pre-trip observations back to the Sales team to refine future product offerings.

3. Command Center Management (In-Country Support)

• Response Protocols: Design and enforce the "Immediate Response" SLA for the 24/7 WhatsApp support lines.
• Crisis Playbook: Establish the "Who, How, and When" of incident response. Train the team on how to move from "fixing problems" to "Domino Mapping" - proactively adjusting the next three steps of an itinerary before a guest is impacted by a delay.
• Intelligence & Compliance: Act as the internal "Source of Truth" for evolving entry requirements, visa policies, and health protocols, ensuring all company materials are current.

4. High-Level Diplomacy & Escalation

• Level 2/3 Responder: Act as the primary negotiator for agent escalations or difficult property negotiations where significant industry leverage is required to secure refunds or service fixes.
• Training & Mentorship: Level up the technical safari knowledge of the Guest Experience and OPS teams, moving them from reactive coordinators to proactive travel managers.

Technical & Soft Skills Required

• Workflow Mastery: Expert knowledge of CRM management and project management tools to keep "all balls in the air" across a multi-functional team.
• SOP Development: Exceptional skill in writing clear, actionable Standard Operating Procedures that function under high-stress conditions.
• Command Presence: A calm, authoritative leadership style that instills confidence in the team and external partners during simultaneous emergencies.
• Logistical Mastery: Granular, first-hand knowledge of the African travel landscape, allowing for the immediate pressure-testing of any itinerary.

Ideal Candidate Profile

• Experience: 5+ years of leadership experience within a Tier-1 DMC or an elite Safari Tour Operator. 
• African Product Mastery: Deep-seated knowledge of the East & Southern African luxury hotel & safari portfolio (lodges, camps, and private ground services).
• Technical Logistical Expertise: Extensive industry contacts and the ability to pressure-test any itinerary for real-world feasibility.
• The "Workflow Builder": A proven track record of creating high-volume operational workflows that maintain a "white-glove" luxury touch.
• Command Presence: A calm, authoritative leadership style. You are the person people look to when things get complicated.
• The "Human" Communicator: Flawless written and spoken English. You possess the high EQ and sophistication required to communicate with UHNW clientele and agents; moving beyond templates to deliver genuine, high-touch service.