Senior Operations Manager

Senior Operations Manager – Tuscany (Remote, Full Time) Reports to: Managing Director Location: Remote (based in Tuscany) Schedule: Full-time, 40 hours/week, 5 days per week Summary The Senior Operations Manager for Tuscany leads operations across one of Walks in Europe's most important regions, ensuring high-quality tour execution, strong supplier relationships, and exceptional team performance. This role combines strategic planning with hands-on operational oversight, working with three team members of Tuscany, overseeing day-to-day logistics, guide coordination, and real-time issue resolution. You will strengthen WIE's regional presence by improving processes, optimizing partnerships, and driving continuous quality enhancement. Key Skills Leadership & Team Development - Ability to mentor, structure, and grow a multi-level operations team, setting performance standards and fostering a culture of trust and accountability. Strategic Operational Oversight - Expertise in managing complex, multi-city logistics across the region: scheduling, guide assignments, ticketing, and ensuring seamless daily execution. Supplier & Partnership Management - Strong relationship-building with guides, museums, tourism boards, transport providers, and suppliers; skilled in contract negotiation and performance management. Analytical & Process Optimization Skills - Ability to analyze performance data, evaluate customer feedback, monitor competitor trends, and implement improvements to efficiency, quality, and profitability. Communication & Cross-Regional Coordination - Clear, consistent communication with internal teams (Customer Happiness, Finance, Leadership) and external partners; capable of preparing structured monthly reports. Regional Knowledge & Technical Proficiency - Deep understanding of Tuscany tourism logistics, combined with strong digital skills—Google Workspace, Fareharbor, OTAs (Viator, GetYourGuide), and other operational tools. About the Role Join Walks in Europe (WIE) and help lead our operations in Tuscany , one of our most dynamic and culturally rich regions. You will have strategic & analytical responsibilities as you oversee and develop the day-to-day delivery of our tours in these areas. You will manage a growing team and strengthen our presence by improving efficiency, partnerships, and overall performance. You will be supported by a company that encourages independent work and autonomy , built on experience gained and mutual trust . This is a hands-on, detail-driven position ideal for someone with a strong background in tourism operations , excellent organizational skills, and a love for Italy's cultural heritage. Key Responsibilities Operational Leadership Oversee all operational activities for Tuscany (Florence, Pisa, Siena, etc.) ensuring seamless tour execution and exceptional service quality. Manage and mentor the team, providing guidance, structure, and support. Coordinate scheduling, guide assignments, ticketing, and logistics in a cost-effective and timely manner. Support the Customer Happiness Team in resolving operational challenges and ensuring traveler satisfaction. Maintain positive relationships with guides, suppliers, and partners, ensuring clear, consistent communication. Ensure that every tour reflects Walks in Europe's brand values: quality, authenticity, and seamless experiences. Regional Development Strengthen and grow Walks in Europe's presence in the region through improved processes, supplier engagement, and enhanced local reputation. Build and maintain strong connections with local suppliers, guides, transport providers, and partner companies in Tuscany. Contract negotiation and supplier performance management: Negotiate and maintain supplier contracts to ensure quality, reliability, and cost-efficiency Institutional relationships: Build relationships with local museums, tourism boards, and cultural organizations to support operations and visibility." Monitor and analyze competitor activity and tour trends to identify opportunities and ensure Walks in Europe remains innovative and competitive. Lead seasonal reviews to refine tour design, improve logistics, and enhance guide performance. Use performance data and customer feedback to guide operational improvements and measure success. Contribute to product development and help launch new experiences that reflect the WIE brand and market demand. Prepare concise monthly operational reports summarizing key metrics, challenges, and action plans for improvement. Team Growth and Future Planning Establish clear operational procedures and communication standards for the region. Develop structures that allow the region to operate smoothly, even in your absence, preparing the foundation for regional autonomy. Develop team goals, ensuring alignment with performance and accountability. Support recruitment and onboarding as the company expands, including hiring future Operations Managers for Tuscany. Foster a collaborative, positive team culture rooted in independence, trust, and accountability. Who You Are Based in Tuscany and registered with IVA (Partita IVA) — able to issue monthly invoices to Walks in Europe. Fluent in English (mandatory) and Italian (native or fluent) . Deep knowledge of Tuscany , including local suppliers, guides, and logistics networks. Understanding of online travel marketplaces such as Viator and GetYourGuide. Highly organized, reliable, and able to prioritize effectively in a fast-paced environment. Strong attention to detail and accuracy , especially when managing bookings, schedules, and financial records. Skilled with Google Workspace (Sheets, Drive, Calendar, Gmail) and eager to learn other digital tools we use. Comfortable working in an international, multicultural team across multiple time zones. Collaborative but self-managed , able to coordinate across departments without supervision. A natural problem-solver with strong written and verbal communication skills. Flexible and adaptable to a shift-based environment, with working hours coordinated to optimize coverage and team support. Why Join Walks in Europe Lead operations in one of Italy's most iconic regions for a fast-growing European tour company. Work in a company that values independence, trust, and accountability while supporting creativity and collaboration. Shape the future of our operations in Italy and build dedicated regional teams under your leadership. Enjoy a flexible remote environment and work with passionate professionals who share a love for travel, culture, and excellence.