Director of Operations

About Us

We are a growing incoming tour operator and Destination Management Company (DMC) based in Rome, specializing in delivering exceptional travel experiences throughout Italy. We design and operate customized leisure, group, corporate, luxury, and special-interest travel programs for international clients and partners. As we expand our operations, we are seeking an experienced and results-driven Director of Operations to lead and optimize our operational activities across Italy.

Position Overview

The Director of Operations will be responsible for overseeing the day-to-day operational management of the company, ensuring the seamless execution of travel programs, supplier relationships, service delivery, quality assurance, and operational profitability. This strategic leadership role requires a highly organized professional with extensive experience in tourism, destination management, and team leadership.

The successful candidate will play a key role in scaling the business, improving operational efficiency, maintaining service excellence, and supporting long-term growth objectives.

Key Responsibilities

Operational Leadership

* Lead and manage all operational functions, including reservations, logistics, transportation, accommodations, guides, excursions, and on-the-ground services. * Develop and implement operational strategies that support company growth and profitability. * Establish and maintain operational procedures, service standards, and quality control measures. * Ensure smooth execution of FIT, group, incentive, luxury, and corporate travel programs.

Supplier & Partner Management

* Develop and maintain strong relationships with hotels, transportation providers, guides, venues, restaurants, and local suppliers. * Negotiate contracts, rates, and service agreements to maximize value and maintain quality standards. * Monitor supplier performance and ensure compliance with contractual obligations.

Team Management

* Recruit, mentor, and lead operational staff across multiple departments. * Foster a high-performance culture focused on service excellence, accountability, and continuous improvement. * Conduct regular performance evaluations and training initiatives.

Financial & Commercial Oversight

* Manage operational budgets and monitor departmental costs. * Identify opportunities to improve margins and operational efficiencies. * Collaborate with Sales and Product teams to ensure accurate costing and operational feasibility of programs. * Support forecasting, capacity planning, and resource allocation.

Service Quality & Client Satisfaction

* Ensure the highest standards of customer experience and service delivery. * Monitor operational KPIs, client feedback, and service recovery processes. * Handle escalated operational issues and provide timely solutions.

Risk Management & Compliance

* Ensure compliance with Italian tourism regulations, health and safety standards, and company policies. * Develop contingency plans and crisis-management procedures. * Monitor operational risks and implement mitigation strategies.

Technology & Process Improvement

* Evaluate and implement operational technologies and automation tools. * Drive process optimization initiatives to improve productivity and scalability. * Utilize data and reporting to support informed decision-making.

Qualifications

Required

* Bachelor’s degree in Tourism Management, Hospitality, Business Administration, or a related field. * Minimum 8–10 years of progressive experience in tourism operations, destination management, or inbound travel. * At least 5 years in a senior management or leadership role. * Strong knowledge of the Italian tourism industry and supplier network. * Proven experience managing multi-destination travel operations. * Excellent leadership, negotiation, and problem-solving skills. * Strong financial acumen and budget management experience. * Fluency in English and Italian, both written and spoken.

Preferred

* Experience within an incoming tour operator or DMC environment. * Additional European language skills are an advantage. * Experience with reservation systems, CRM platforms, and tourism technology solutions. * Knowledge of luxury travel and MICE (Meetings, Incentives, Conferences, and Events) operations.

Key Competencies

* Strategic Thinking * Operational Excellence * Leadership & Team Development * Supplier Negotiation * Client-Centric Mindset * Financial Management * Process Optimization * Crisis Management * Cross-Cultural Communication * Results Orientation

What We Offer

* Opportunity to join a growing and ambitious DMC in one of the world’s premier travel destinations. * Competitive salary and performance-based bonus structure. * Career growth and leadership opportunities. * International and dynamic working environment. * Travel industry networking and professional development opportunities.

How to Apply

Qualified candidates are invited to submit their CV and a cover letter detailing their relevant experience, leadership achievements, and vision for operational excellence within a growing destination management company.

Join us in shaping unforgettable travel experiences across Italy while building operational excellence that supports sustainable growth and exceptional client satisfaction.