Operations and Product Manager

SUMMARY:
A well-established luxury touring operation is seeking a driven and experienced OPERATIONS & PRODUCT MANAGER to lead their touring team and elevate the guest journey from the ground up

POSITION INFO:
This is a senior, multifaceted role suited to a seasoned travel professional who thrives in a fast-paced environment and brings both operational precision and genuine product passion to the table. The successful candidate will oversee fleet and guide management, shape product offerings, and ensure a seamless, high-touch experience for every guest- before and throughout travel. Core Criteria: Minimum 8-10 years' experience in the travel and tourism industry in a sales or direct client-facing role Valid Tourist Guide Certification for the Western Cape with PDP Tertiary qualification in Travel & Tourism or Hospitality (Matric with Maths essential) Excellent product knowledge of Southern and East Africa, with personal travel experience on luxury circuits advantageous Proficient in Microsoft Office; strong written and verbal English communication Strong problem-solving ability with a proactive, level-headed approach and high empathy Detail-oriented with a guest-first mindset and the ability to deliver efficient, credible solutions A genuine passion for wildlife, conservation, and sustainability Core Responsibilities: Oversee and manage the operations team, including scheduling, weekend shifts, and annual leave Manage all aspects of the vehicle fleet - maintenance, cleanliness, tracking systems, refuelling procedures, and incident handling Interview, brief, and coordinate ongoing training for guides; monitor performance through guest feedback and regular communication Oversee After Hours operations and ensure smooth incident management Develop and grow the touring product offering by sourcing new experiences, building supplier relationships, and assisting with contracting and rate negotiations Maintain up-to-date knowledge of restaurants, activities, and new offerings in and around Cape Town and surrounding areas Support reservations consultants with itineraries, guide allocations, and restaurant recommendations Attend trade shows, present product webinars, and personally guide agent and staff familiarisation trips Maintain all marketing content across relevant platforms including WETU, intranet, and the company website Oversee guide reconciliations, supplier invoice approvals, and ensure correct payment procedures are followed