Director of Operations Chinese Travel (Cantonese and Mandarin)

Director of Operations Chinese Travel (Cantonese and Mandarin)

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About GoGo Tours

GoGo Tours Ltd. is a well-established travel company specializing in fully organized international group tours, serving a primarily Chinese-speaking customer base. With decades of experience and a global supplier network, we operate complex, high-touch travel programs across Asia, Europe, South America, Africa, and other long-haul destinations.

As the business continues to scale, we are seeking a Director of Operations to lead execution, ensure profitability, and professionalize core operational processes.

The Role

The Director of Operations is a senior leadership position responsible for overseeing end-to-end tour operations, planning, supplier coordination, and execution quality. This role works closely with ownership, finance, sales, and land operations to ensure tours are viable, profitable, and delivered to GoGo Tours’ standards.

This is an ideal role for an experienced operator who is comfortable making decisions, managing complexity, and handling real-time operational issues.

Key Responsibilities

Tour Planning, Capacity & Forecasting

• Own weekly tour capacity monitoring, including forward-looking forecasts to prevent sell-outs and support demand
• Develop and maintain annual tour forecasts (e.g., 2027 planning), including capacity planning and tour sequencing
• Review booking velocity and collaborate with land operations to confirm which tours proceed, expand, consolidate, or cancel

Flight & Land Operations Oversight

• Conduct weekly reviews of air ticket cost sheets to ensure flights are priced correctly and booked on time
• Perform ongoing reviews of land operations booking status, supplier readiness, and execution risk
• Work directly with land suppliers to resolve operational issues, including after-hours problem-solving when required
• Select and approve hotels in collaboration with land suppliers to optimize margins while maintaining product quality

Financial Control & Profitability

• Protect and improve tour profitability through margin monitoring, tour consolidation, hotel renegotiation, and sourcing of new suppliers
• Approve refunds and wire transfers in line with internal controls and company policy
• Partner with ownership and finance to ensure strong margin discipline across all departures

Customer Experience & Quality Control

• Review and approve customer service communications, particularly escalated or sensitive matters
• Monitor and analyze weekly customer survey results, identifying trends and driving corrective actions

Tour Execution & Staffing

• Create and approve tour leader assignments across all departures
• Act as the senior escalation point for complex tour execution issues before, during, and after departure

Events & Strategic Initiatives

• Lead planning and execution of GoG Travels Travel Shows, coordinating across sales, operations, and support teams
• Support new tour launches, operational scaling initiatives, and continuous process improvements

  Qualifications & Experience

  • 3+ years experience in operations management, ideally within travel, tour operations, hospitality, or logistics
  • Proven experience managing complex, multi-step operational workflows
  • Strong leadership and decision-making capabilities
  • Experience working directly with international suppliers and ground operators
  • Financial and operational acumen, with a strong understanding of margins and cost controls
  • Experience with CRM
  • English fluency required
  • Cantonese fluency required
  • Mandarin fluency required

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