Operations Manager - Systems

Intrepid

12d•$67,000 - $72,000•Hybrid

About The Position

As the Operations Manager – Reporting & Projects, you will play a key role in driving operational excellence across Intrepid’s U.S. business. You will ensure safe, compliant, and efficient delivery of our operations while fostering alignment, consistency, and process improvement across Wildland Trekking, Intrepid DMC, and Urban Adventures. In this role, you will oversee core operational functions, including permitting, guide training, safety and emergency response, and gear and asset management, while leading cross-functional projects that strengthen operational integration and elevate service quality. You will develop and maintain operational reporting, analyze data to guide decision-making, and lead initiatives that enhance efficiency, safety, and the guest and guide experience. Collaborating with stakeholders across the U.S. network, you will harmonize systems, improve workflows, and ensure consistent application of operational standards. As business needs evolve, this role may take on additional responsibilities to support continuous improvement and organizational growth.

Requirements

Experience with operational reporting, data analysis, and interpreting performance metrics
Demonstrated ability to lead cross-functional projects from planning through implementation
Experience developing, maintaining, or improving Standard Operating Procedures (SOPs)
Ability to perform process mapping and identify operational inefficiencies
Strong communication skills with demonstrated success in guiding teams through change
Ability to manage crisis communications and lead emergency response activities
High proficiency in Excel and comfort with data tools or dashboards
Proven ability to collaborate across departments and brands within a matrixed organization
In-depth knowledge of product, itineraries, destinations, and the adventure travel industry
Ability to manage crises calmly and effectively while taking responsibility for the safety of others
Outstanding organizational skills, attention to detail, and the ability to delegate
Ability to travel to program branch locations as needed
Office duties required; ability to lift up to 20 pounds and work at a computer station for up to 40 hours per week
Skilled in communicating clearly, managing expectations, and ensuring employees understand and adopt new systems, structures, and ways of working
Meet company and DOT driving requirements and maintain a valid driver’s license; must be at least 21 years of age and able to pass a criminal background and MVR check

Nice To Haves

Proficiency with Microsoft Office/Excel and previous experience with a CRM system; Salesforce preferred
Experience managing people and teams, including remote staff and leaders/guides
Travel industry work experience, preferably as a tour leader or guide
Experience designing and delivering tour leader/guide training
Demonstrated ability to lead teams through organizational change, including integrations, process updates, and operational transitions
Initiative to develop and implement continuous process improvements
Strong knowledge of Intrepid and Wildland Trekking’s style of travel, operating systems, and trips
Ability to work with a diverse group of leaders/guides with sensitivity, recognizing the demands of group leading
Ability to handle multiple tasks simultaneously
Willingness to work structured but flexible office hours, with the ability to be on call outside of those hours as needed for emergencies
Capacity to make decisions independently
Maintain current Wilderness First Responder, CPR, and EpiPen certification