Since 1986, Clipper has provided marine transportation services in the Pacific Northwest, a region we love. We operate two fast ferries, the San Juan Clipper conducting excursions from Seattle and the Victoria Clipper V with daily service from Seattle to Victoria. Since 2016, Clipper has been a proud part of the FRS Group, an international shipping and maritime company with headquarters in Germany.
The Head of Operations leads our vessel-related customer operations with a focus on optimizing the face-to-face guest experience for all our guests. The position is key in achieving our goal to be the best host. We are looking for somebody to join our management team with experience in leading a customer service team, constantly improving customer service, and organizing a department in the most effective way.
Key Responsibilities:
Owns the overall success and direction of the operations department in Seattle and on Seattle-based vessels.
Owns the development, execution, and monitoring of the department's strategy, plans, programs as well as short term and long-term goals, with a focus on safety and guest experience.
Owns the development of a high-performing crew that demonstrates best in class guest service on a daily basis, including recruiting, hiring, mentoring, training and coaching the team.
Owns cooperation, relationships, and communication with other departments to ensure a seamless guest experience.
Owns the department's operational and financial performance, including monitoring and reporting.
Owns the compliance with applicable regulations, governance, and efficient structure of the department's organization, including policies, procedures, and programs. This includes administration of the Drug and Alcohol program as mandated by the US Coast Guard.
Represents the organization to third parties in department-related matters, including vendors, suppliers, and other business partners as well as government agencies, regulatory bodies, and similar functions.
Perform other duties as assigned.
Qualifications and Skills Required:
Experienced manager with strong interpersonal skills who always puts the customer first.
Experience in establishing or improving a customer-centric culture in a company
Goes above and beyond to ensure smooth daily operations, including "firefighting" on weekends, if necessary.
Able to grow a team, delegate effectively to the team, provide feedback, and constantly ask for more.
Experience in managing conflict within a team, and commitment to providing a positive work environment.
Able to effectively communicate, both verbally and in writing.
Good understanding of Key Performance Indicators for the performance of the department.
Able to prioritize and adapt in an ever-changing environment.
Minimum of five years' experience as manager of customer-facing teams, preferably in the hospitality or tourism industry. Sales leadership a plus.
Bachelor's Degree or relevant experience in a field related to tourism, hospitality, or similar areas with face-to-face customer service.
Able to travel between the USA and Canada on a regular basis.
Must hold or be able to obtain a valid TWIC card.
Experience in using Microsoft Office suite.
Other Compensation and Benefits
This position is eligible for our comprehensive benefits package.
This position is eligible for commission earnings
Our employees receive exciting perks, such as travel benefits through Alaska Air, industry rate discounts with our hotel and tour partners, and free rides aboard our vessels!