Assistant Operations Manager – Inbound Tours

About the role

An established inbound tour operator in Cape Town is seeking a self‑motivated Assistant Operations Manager to support the Southern Africa Operations team. Reporting to the Regional Operations Manager, you will ensure smooth day‑to‑day execution of tours, traveller support, supplier quality, and administrative functions across the region.

Key responsibilities

• Manage operational queries from sales and internal teams, coordinate logistical changes, and maintain pre‑trip documentation for tour leaders.
• Handle on‑tour and post‑tour traveller complaints, support escalated customer service matters, and analyse NPS data to drive continuous improvement.
• Conduct regular supplier quality reviews, maintain performance records, and address quality concerns with suppliers.
• Lead critical incident coordination, including emergency logistics, out‑of‑hours response, and incident reporting.
• Oversee work visa and permit applications for tour leaders, ensuring compliance and timely submissions.
• Administer tour leader expense budgets, support invoice validation, and keep activity pricing information up to date.

Required profile

• Minimum 5 years’ experience in travel or tourism operations with a proven ability to manage complex, multi‑functional responsibilities.
• Self‑motivated, proactive, and able to work independently without close supervision.
• Strong administrative capability, high attention to detail, and sound judgement in high‑pressure situations.
• Excellent written and verbal communication in English, with experience handling traveller complaints and supplier relationships.