Head of Operations

A company with great growth plans in the tourism sector is looking for a Head of Operations to lead transformation, optimize performance, and take operational strategy to the next level. 

This is a high-impact leadership role for someone ready to restructure teams, implement smart systems, and create tangible results - without waiting for permission.

📍 100% Remote, Poland-based (occasional travel required)

Your Mission:

To redesign and optimize the core tour organization operations, ensuring we are cost-effective, scalable, and always ready to serve more customers – without compromising quality

Your Core Responsibilities

• Lead and restructure the Tour Operations team (approx. 30 people) to adapt to booking volumes and market needs.

• Redesign workflows and assign clear responsibilities across functional units.
• Set up KPIs, performance metrics, and implement tools to monitor operational efficiency.
• Collaborate closely with internal stakeholders (Sales, Product, Finance) to ensure seamless service delivery.
  
• Develop and execute operational strategy aligned with business growth goals.
  
• Create scalable procedures that ensure high service quality across all destinations.
  
• Benchmark market data (guide rates, transport, competitors) to support data-based decisions.
  
• Ensure availability of guides and service providers in key markets.
  
• Develop market entry and acquisition strategies for new locations.
  
• Build long-term partnerships with local suppliers (guides, transport providers).
  
• Lead negotiations and establish cooperation standards that are beneficial and scalable.
  
• Work with Customer Support and Product to streamline the guest journey from booking to delivery.
  
• Implement operational tools that support automation and reduce manual workload.
  
• Standardize communication protocols to ensure consistent client experience across all regions.
  

What We’re Looking For

• 8 + years in operational leadership, ideally in tourism, logistics, or service-based industries.
• Experience managing medium/large teams (15+ people) and driving performance through metrics and structure.
• Strategic thinker with a strong execution mindset – you build processes that scale.
• Data-driven decision-making – you don’t guess, you test.
• Excellent communication and negotiation skills.
• Fluent in English and Polish (written and spoken).

What You’ll Get

• Remote-first environment with real autonomy
  
• Strategic influence – your work will directly shape company growth
  
• Chance to build your own team and structure from the ground up
  
• Collaboration with professionals from across Europe