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Job Description:

The Senior Operations Executive will take a leadership role in managing operations and administrative processes at Chrysalis Tours. This position ensures seamless day-to-day operations, oversees project execution, mentors junior staff, and contributes to strategic process improvements. The role involves advanced itinerary planning, customer engagement oversight, vendor management, and operational reporting to drive efficiency and high-quality service delivery.

Job Responsibilities:

1. Strategic Operations & Management

• Lead and optimize daily operations to ensure efficiency and compliance with company policies.

• Supervise vendor relations, ensuring timely delivery of services and products.

• Identify process inefficiencies, propose solutions, and implement operational improvements.

• Assist in the development and enforcement of operational policies and procedures.

2. Team Leadership & Mentorship

• Guide and mentor junior operations staff, ensuring high performance and skill development.

• Lead onboarding and training initiatives for new employees.

• Monitor team workflows, resolve conflicts, and promote collaboration across departments.

3. Advanced Itinerary Development & Commentary

• Design comprehensive, customer-focused tour itineraries with detailed commentary.

• Conduct high-level research on destinations, accommodations, and attractions to enhance client experience.

• Ensure itineraries meet both customer expectations and company standards consistently.

4. Customer Experience & Support Oversight

• Oversee customer service operations, ensuring prompt and professional responses.

• Handle escalated complaints and complex customer issues to maintain high satisfaction.

• Maintain robust documentation of customer interactions and service outcomes.

5. Project & Initiative Management

• Lead planning, execution, and monitoring of company projects and events.

• Ensure project deadlines are met and objectives achieved, reporting progress to the Director.

• Coordinate cross-functional teams for smooth project delivery.

6. Marketing & Online Presence (Operational)

• Supervise updates to social media and website content for operational accuracy.

• Support digital marketing initiatives and customer engagement strategies.

7. System & Platform Management

• Lead User Acceptance Testing (UAT) and platform sanity checks.

• Work with technical teams to resolve system issues and implement improvements.

8. Reporting & Analytics

• Prepare detailed reports on operations, marketing performance, and other key metrics.

• Provide insights to inform strategic decisions and operational improvements.

9. Ad-Hoc Senior-Level Tasks

• Take on high-level tasks or strategic initiatives assigned by the Director.

• Participate in cross-departmental projects and company events as needed.

Qualifications:

• Bachelor’s degree in Business Administration, Tourism, Digital Marketing, or related field; Master’s preferred.

• Minimum 3–5 years of experience in operations or a related senior role (tourism experience preferred).

• Fluent in English; Mandarin or other languages are a plus.

• Strong leadership, organizational, and multitasking skills.

• Excellent communication, problem-solving, and interpersonal abilities.

• Proficiency in Microsoft Office Suite and familiarity with operational systems/platforms.

• Self-motivated, detail-oriented, and capable of strategic thinking.

Working Conditions:

• Remote-based role; full-time position.

• Flexibility to work across different time zones as required.

• Availability for occasional virtual meetings outside standard working hours.

• Availability During Working Hours: Must be available and responsive during standard working hours and any agreed-upon extended hours.

• Responsiveness After Hours: Be responsive to work-related communications outside standard hours, including off days, to handle urgent matters promptly.

• Must have a reliable laptop and robust internet infrastructure to support remote work.

Benefits (Upon Confirmation of Employment):

• Team Bonding: Monthly team-bonding activities. Up to $15 per month funded for each confirmed employee.

• Flexible Working Hours

• Medical Expense Claim: Up to S$20 per claim (max 3 times a year) with a valid receipt.

• No Medical Leave Bonus: S$150 bonus for no medical leave taken throughout the year. S$50 bonus for only taking up to two days of medical leave in a year.