Director of Operations

About the role

We are a growing inbound tour operator and Destination Management Company based in Rome. We are looking for an experienced Director of Operations to lead and optimise our day‑to‑day activities across Italy, ensuring seamless delivery of customised leisure, group, corporate and luxury travel programmes.

Key responsibilities

• Lead all operational functions including reservations, logistics, transportation, accommodations, guides, excursions and on‑ground services.
• Develop and implement operational strategies that drive growth and profitability.
• Establish and maintain procedures, service standards and quality control measures for FIT, group, incentive, luxury and corporate travel.
• Build and manage relationships with hotels, transport providers, venues, restaurants and other local suppliers, negotiating contracts and monitoring performance.
• Recruit, mentor and manage operational staff, fostering a high‑performance culture.
• Oversee operational budgets, monitor costs, identify margin improvement opportunities and support forecasting and capacity planning.
• Ensure the highest level of client satisfaction by monitoring KPIs, handling escalations and driving service recovery.
• Maintain compliance with Italian tourism regulations, health and safety standards and develop contingency and crisis‑management plans.

Required profile

• Proven senior leadership experience in tourism, destination management or a related hospitality field.
• Strong track record of scaling operations and improving efficiency.
• Excellent negotiation, supplier management and financial oversight abilities.
• Demonstrated ability to lead multidisciplinary teams and drive a culture of service excellence.

Required skills