Operations Manager

About the role

Lead the Christchurch hub and own the day-to-day running of tours. You'll lead from the front, on the road and in front of guests, leading driver-guides, planning and scheduling every departure, keeping the fleet tour-ready and making sure every guest gets an experience they'll talk about for years.

Key responsibilities

• Set and hold a very high bar for guest experience; find the moments that make a tour unforgettable; use guest feedback and reviews to lift quality towards a 4.8+ combined review score
• Jump on tours and lead groups yourself (covering shifts, launching new products); coach guides via ride-alongs and real-time feedback; recognise outstanding guiding
• Recruit, train, support and motivate a high-performing team of driver-guides; build a friendly, cheeky culture
• Build guide rosters around seasonal demand, leave and live bookings; plan routes, timings, stops and accommodation; review departures, combine low-load tours and make timely weather calls
• Build strong relationships with partners including the TranzAlpine train, lunch providers, accommodation, activity operators and attractions; coordinate bookings, timings, guest numbers and dietary requirements; hold partners to premium standard
• Plan servicing, COFs, repairs and licensing so vehicles are always clean, compliant and tour-ready
• Ensure compliance with H&S legislation, NZTA requirements, DOC concession conditions and internal SOPs; be the main contact for operational issues and emergencies
• Track KPIs (NPS, reviews, cost performance), prepare reports and contribute to planning with the GM

About you

• Full NZ driver licence with P endorsement (essential)
• A very high bar for customer experience
• Outstanding, warm and engaging with guests
• Exceptional organisation and attention to detail (planning, scheduling, route mapping)
• Proven experience in an operations, logistics or transport management role
• Strong leadership and coaching skills
• Calm problem-solving under pressure
• Clear communication and confidence with booking/rostering systems (e.g. Rezdy, Cartrack, Microsoft Office)
• Tourism or guiding experience with small groups (bonus)
• Knowledge of South Island destinations and routes (bonus)

About us

Cheeky Kiwi Travel runs New Zealand's best fully guided small-group tours. Proudly Kiwi owned and operated, we offer award-winning day and multi-day experiences across Aotearoa – authentic, personal and premium, with a cheeky attitude. Our guides are passionate local experts, and every tour should be safe, memorable and a heap of fun.

Benefits

• A fun, collaborative, supportive team
• Real ownership of a region and opportunities to grow with a fast-expanding tourism company
• Travel perks