Operations and Product Manager

This is a senior, multifaceted role suited to a seasoned travel professional who thrives in a fast-paced environment and brings both operational precision and genuine product passion to the table. The successful candidate will oversee fleet and guide management, shape product offerings, and ensure a seamless, high-touch experience for every guest- before and throughout travel.

Core Criteria:

• Minimum 8-10 years' experience in the travel and tourism industry in a sales or direct client-facing role
• Valid Tourist Guide Certification for the Western Cape with PDP
• Tertiary qualification in Travel & Tourism or Hospitality (Matric with Maths essential)
• Excellent product knowledge of Southern and East Africa, with personal travel experience on luxury circuits advantageous
• Proficient in Microsoft Office; strong written and verbal English communication
• Strong problem-solving ability with a proactive, level-headed approach and high empathy
• Detail-oriented with a guest-first mindset and the ability to deliver efficient, credible solutions
• A genuine passion for wildlife, conservation, and sustainability

Core Responsibilities:

• Oversee and manage the operations team, including scheduling, weekend shifts, and annual leave
• Manage all aspects of the vehicle fleet maintenance, cleanliness, tracking systems, refuelling procedures, and incident handling
• Interview, brief, and coordinate ongoing training for guides; monitor performance through guest feedback and regular communication
• Oversee After Hours operations and ensure smooth incident management
• Develop and grow the touring product offering by sourcing new experiences, building supplier relationships, and assisting with contracting and rate negotiations
• Maintain up-to-date knowledge of restaurants, activities, and new offerings in and around Cape Town and surrounding areas
• Support reservations consultants with itineraries, guide allocations, and restaurant recommendations
• Attend trade shows, present product webinars, and personally guide agent and staff familiarisation trips
• Maintain all marketing content across relevant platforms including WETU, intranet, and the company website
• Oversee guide reconciliations, supplier invoice approvals, and ensure correct payment procedures are followed