Operational Manager

Job Title: Operational Manager
Location: Remote (Flexible, aligned with Caribbean & Dubai operations)?Reporting To: Founders/Co-Founders

About Us
Upgrade to see actual info is a dynamic and growing company offering exceptional boat rental experiences in the Caribbean and Dubai. We partner with a network of boat owners, sales agents, and tour providers to deliver seamless and unforgettable experiences to our customers. As we expand, we seek a talented Operational Manager to implement and oversee robust systems that streamline all aspects of our business.

Role Summary
We are looking for a proactive and results-driven Operational Manager to design, implement, and manage operational systems that connect and organize our business functions. The successful candidate will lead efforts to optimize processes for the sales team, finance, partners, and customer satisfaction while ensuring seamless coordination across all departments. This is a strategic role with a strong focus on system creation, process improvement, and operational excellence.

Key Responsibilities
1. System Creation & Implementation
* Sales Team Operations:
* Set up and manage a CRM system (e.g., HubSpot, Salesforce) to track leads, follow-ups, and closed deals.
* Develop workflows to ensure sales agents have access to updated inventory, pricing, and customer communication templates.
* Finance & Accounting:
* Implement financial tracking systems like QuickBooks or Xero for revenue, expenses, and profit monitoring.
* Create automated systems for invoicing and payment collection to ensure timely payments from clients and partners.
* Partner Management:
* Develop a centralized Partner Relationship Management (PRM) system to onboard and track partnerships with boat owners and tour providers.
* Set up performance dashboards to monitor partner compliance and quality metrics.
* Customer Service:
* Establish a ticketing/helpdesk system (e.g., Zendesk, Freshdesk) to ensure quick and efficient resolution of customer inquiries and issues.
* Design workflows to collect customer feedback and ensure it informs process improvements.
2. Process Optimization
* Map out and document Standard Operating Procedures (SOPs) for all operational processes, including sales, customer onboarding, and partner communication.
* Automate repetitive tasks where possible to improve efficiency and reduce errors.
3. Team Coordination & Communication
* Serve as the central point of contact between the sales, finance, customer service, and partner teams.
* Implement communication tools like Slack or Microsoft Teams to streamline internal communication and reduce delays.
* Conduct regular performance reviews and propose improvements for team productivity.
4. Data Analytics & Reporting
* Set up reporting systems to monitor KPIs for sales, revenue, customer satisfaction, and partner performance.
* Analyze trends and provide actionable insights to the founders for strategic decision-making.
5. Compliance & Quality Assurance
* Ensure all processes and operations comply with local laws and regulations in the Caribbean and Dubai.
* Establish quality assurance processes to maintain high service standards.

Required Skills & Qualifications
* Proven experience as an Operational Manager or similar role, ideally in the tourism, travel, or hospitality industry.
* Strong expertise in designing and implementing operational systems (CRM, PRM, ERP, etc.).
* Knowledge of financial management tools and processes (e.g., QuickBooks, Xero).
* Familiarity with customer service tools and platforms (e.g., Zendesk, Freshdesk).
* Exceptional organizational and problem-solving skills.
* Ability to work with multicultural teams and manage cross-border operations.
* Excellent communication skills, both written and verbal.
* Experience with project management tools (e.g., Upgrade to see actual info, Trello, Asana) is a plus.

Tools & Platforms to Implement
* CRM: HubSpot, Salesforce, or Pipedrive for sales management.
* PRM: Zoho Partner Management or a custom Airtable/Notion solution.
* Finance: QuickBooks, Xero, or Wave for bookkeeping and invoicing.
* Customer Support: Zendesk, Freshdesk, or Intercom for ticketing and feedback.
* Project Management: Upgrade to see actual info, Trello, or Asana for team and task management.
* Communication: Slack or Microsoft Teams for internal collaboration.
* Reporting/Dashboards: Google Data Studio, Tableau, or Power BI for KPI tracking.

What We Offer
* Competitive salary based on experience.
* Flexible remote work environment.
* Opportunity to play a critical role in shaping a growing business.
* Collaboration with a passionate and driven team.
* Potential for performance-based bonuses.

How to Apply
Send your resume and a brief cover letter to Upgrade to see actual info with the subject line "Operational Manager Application - [Your Name]." In your cover letter, share an example of a system you’ve successfully implemented that improved business operations.