Business Operations & Systems Manager

Position: Business Operations & Systems Manager

Company: Roberts Hawaii Tours & Trans

FLSA Status: Exempt

Department: Sales & Marketing

Reports To: Vice President of Sales & Marketing

Salary Range: $60,000.00 - $65,000.00 Commensurate with Qualifications and Experience

The Business Operations & Systems Manager is essential in ensuring the smooth administration, implementation, and ongoing enhancement of operational systems, business processes, and company data. This role serves as the foundation for managing system administration, process improvement, master data governance, product and contract management, and providing thorough training and support for operational projects. By aligning operational systems with changing business requirements, this position boosts efficiency, promotes collaboration across departments, and maintains the integrity and accuracy of vital information organization-wide.

The manager fosters a proactive environment focused on operational excellence and data-driven decision-making, enabling the company to adapt quickly to market shifts and maintain a competitive edge.

• Serve as the primary administrator and subject matter expert for operational systems, reservation platforms, transportation systems, CRM platforms, product management tools, and other business-critical applications supporting company operations and customer service delivery.
• Manage system configurations, user access, permissions, security roles, workflow settings, operational rules, and business process controls.
• Lead and coordinate system testing, quality assurance, implementation, deployment, documentation, and change management activities for new software, updates, integrations, and operational initiatives to ensure successful adoption and business continuity.
• Act as liaison between departments, system vendors, and technology providers regarding system functionality, issues, enhancements, and support requests.
• Maintain and administer master data across reservation systems, transportation platforms, product databases, CRM systems, and other business applications, including the setup, configuration, and ongoing maintenance of products, packages, pricing structures, inventory controls, operational rules, and booking restrictions to ensure data integrity and operational accuracy.
• Coordinate the implementation and maintenance of new products, suppliers, agents, vendors, contracts, promotions, pricing structures, inventory allocations, operational requirements, restrictions, and booking rules across all applicable systems.
• Provide operational oversight and support to various departments by monitoring system functionality, booking workflows, operational procedures, and service standards to ensure accuracy, compliance, efficiency, and a consistent customer experience.
• Assist in the development, implementation, and continuous improvement of reservation-related and operational system processes, SOPs, workflow documentation, training materials, and operational standards while identifying opportunities to enhance efficiency, compliance, customer experience, and overall departmental performance.
• Partner with leadership across Sales, Reservations, Operations, Customer Service, and other departments on operational planning, business analysis, project coordination, process improvement initiatives, and strategic recommendations related to systems, reservations, products, partnerships, and overall operational performance.
• Coordinate product implementation, product launches, operational readiness, and system-related initiatives across departments to ensure successful adoption, operational alignment, and business continuity.
• Perform other duties and special projects as assigned.

• Analyze, develop, implement, and continuously improve business processes to increase operational efficiency, reduce costs, and ensure consistency across departments.
• Establish standard operating procedures (SOPs) and best practices that support organizational objectives and regulatory compliance.
• Manage and maintain business systems, applications, databases, and user access to ensure system reliability, security, and performance.
• Lead system enhancements, integrations, upgrades, troubleshooting, and user support activities.
• Ensure the accuracy, integrity, security, and accessibility of organizational data through established governance standards and controls.
• Develop policies and procedures for data management, compliance, reporting, and risk mitigation.
• Administer and optimize reservation, scheduling, and booking systems to support operational effectiveness and customer service objectives.
• Monitor system functionality, resolve issues, and implement enhancements to improve user experience and operational efficiency.
• Oversee product setup, maintenance, pricing structures, inventory controls, and lifecycle management processes.
• Ensure product information remains accurate and aligned with business requirements and…