Head of Operations

c. £60-70k - dependent on experience + bonus

Glasgow, UK (hybrid - 3 days per week in office)

Ready to transform the engine room of a high-growth travel brand?

Are you an operations (reservations) leader who is constantly thinking about how to improve things and build better? If you love a fast-paced, scaling environment, thrive on transforming how a high-volume, customer-facing operation works, and want to help thousands of travellers enjoy their #Macs Moment, we’d love to hear from you.

This is a rare opportunity to put your stamp on the engine room of Macs Adventure. Our operations team are responsible for making the reservations that deliver the perfect active travel adventure for our customers. Leading a team of 30+ specialists led by four managers, you'll ensure the day-to-day runs smoothly and efficiently, whilst transforming how we operate to take us to our next stage of growth.

Reporting to our Chief Delivery Officer, Matts Stenback, you’ll be one of four pillars of our Delivery function alongside Product, Customer Service and Supplier Partnerships. This is a hybrid role, with three days a week in our Glasgow office.

We’re a scaling adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 40,000 customers on walking and cycling trips to destinations around the world, we employ over 140 people across the UK, US and Germany who share our purpose to create #macs moments by
leading, advocating & enabling self-guided, active travel as a positive force for people and planet.

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!
• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’ and each other’s shoes. We support local, and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.
• Go the extra mile: We know that creating a perfect #Macs Moment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our team mates when they need us.

When a customer books, our Operations team gets to work securing their accommodation, luggage transfers and every other part of their trip. It’s the engine room of Macs – every trip we deliver depends on it being booked quickly, accurately and to the standard that keeps our customers coming back.

Here’s the exiting bit. You'll be joining at the exact time that we are re-thinking and re‑building our operational systems and processes so you'll have a chance to heavily influence our future way of working.

• Lead and develop our Operations team – through four Operations Managers and a team of around 35 people, building strong leaders and a culture of ownership, accountability and continuous improvement.
• Build the Operations operating system – creating the visibility, processes, performance measures and management routines that enable us…