We’re Big Bus Tours, the world’s largest independent operator of open-top sightseeing tours.

We inspire the spirit of adventure across Europe, North America, the Middle East, and Asia Pacific with a vision to be the number one thing to do in every world-famous city. Our hop-on, hop-off sightseeing tours offer a flexible approach to city discovery with a first-class customer experience. A Big Bus Tour turns tourists into explorers and leaves every passenger with a story to tell.

Having started our journey in 1991 with only three buses, today we have a global fleet of over 400, carrying more than 5 million passengers every year. And we’re not slowing down, we continue to grow within our existing cities and through expansion into new locations across the world.

At Big Bus Sydney, we love being a part of the fabric of this magnificent city. Each member of our team takes immense pride in highlighting the breath-taking harbour, stunning coastal landscapes, and iconic architecture that define Sydney. Moreover, we are passionate about celebrating the richness of our culturally diverse community. Our success is not a destination, it's a journey. Come join the journey in this rewarding career path with Big Bus Sydney.

Vacancy: Head of Operations

Hours: 40 hours per week

We are looking for Head of Operations to support the General Manager to lead and shape the operational strategy for Big Bus Sydney, ensuring it aligns with market dynamics and fosters competitive advantage. This role oversees all aspects of On-Street Operations, guaranteeing adherence to legal, regulatory, and safety standards while driving commercial success within the On-Street Sales channel. By inspiring and guiding the operations team, the Head of Operations strives to deliver exceptional customer experiences and uphold the company's reputation for excellence in service delivery

Responsibilities of this role include:

Strategic Operations Management

• Collaborate with GM and cross functional teams to devise innovative strategies for route planning, service delivery enhancement and market differentiation.
• Ensure meticulous adherence to all regulatory requirements, accreditation standards, and safety protocols, safeguarding the reputation and integrity of Big Bus Sydney.- Control cost without compromising service quality, leveraging analytical insights and industry best practices to achieve sustainable operational efficiencies.
• Adapt duty and service levels in response to evolving market dynamics, demand fluctuations, and emergent opportunities.
• Attend management and operations meetings, providing insights into market activities to senior management on an ongoing basis.

Fleet and Resource Management

• Collaborate with the Engineering Manager to ensure fleet availability at 90% or above on a weekly average, optimizing operational efficiency and customer satisfaction.
• Conduct regular stock control assessments to optimize costs and streamline inventory management processes.
• Monitor driver performance closely, providing coaching and guidance to enhance overall performance and customer experience.
• Implement and oversee regular mystery shopper audits, making data-driven recommendations for necessary operational improvements.
• Manage the on street sales team to avoid any revenue leakage, identify risks, and eliminate fraud.
• Ensure Ventrata ticket terminal hardware and battery provision does not restrict sales.

Customer Service and Sales Optimization

• Increase TripAdvisor scores and rankings through comprehensive staff training, emphasizing exceptional service delivery across all touchpoints.
• Cultivate a culture of accountability and rapid response to customer inquiries and complaints, minimizing complaint ratios and enhancing overall satisfaction.
• Drive on-street sales by closely tracking key performance indicators such as sales by point, by CSR, ATP, attraction revenue, and number of pax.
• Collaborate with sales management to set targets and incentives and implement regular Sales training refresher.
• Recruit high-quality customer service representatives and provide rigorous training to ensure consistent excellence in service and sales performance.

Leadership and Team Development

• Lead, inspire, and motivate the operational team effectively to foster engagement and achieve optimal results for Big Bus Sydney.
• Utilize a proactive approach and positive communication style to effectively communicate and deliver on Sydney's goals.
• Foster a culture of continuous improvement by keeping the team informed on key issues and encouraging feedback.
• Ensure "the basics" are in place for direct reports, including clear job descriptions, objectives, one-on-one meetings, and performance management.
• Proactively engage in team development activities, including coaching and training, and ensure strong succession planning for the future health of the business.
• Maintain a Performance Management System to keep sales staff, drivers, and customer hosts focused, accountable, and conscious of their roles.
• Conduct regular team meetings, performance reviews, and morning briefings to communicate expectations, updates, and best practices.
• Implement regular audits of the Big Bus Sydney Security Manual policies and procedures.

What We’re Looking For

At Big Bus Tours, how we do things is as important as what we do, that’s why our ideal candidate will be a strong leader who can “run the day” and oversee the smooth running and delivery of all elements of the On-Street Operations function.

The ideal candidate must have:

• Strong knowledge of the regulatory and legal framework for Sydney operations.
• Understanding of the Sydney tourism market.
• Understanding of Duty and budget management.
• Knowledge of the legal responsibilities of a Transport organisation.
• Ability to “flex and pivot” quickly and effectively depending on the strategy and requirements of the business.
• Strong team leadership and motivational skills.
• Strong communicator
• Ability to establish and maintain effective working relationships with colleagues at all levels of the business, from the most junior to the most senior.
• Ability to work under pressure to tight deadlines with flexible working hours.

Character may be important to us but there are a couple of minimum requirements for this role, these are:

• Experience of managing teams in a highly operational environment
• Current NSW Bus and Coach Operator accreditation – Preferred
• Current NSW HR Licence - Preferred
• Proven experience in managing large teams within fast moving customer focused environment.

What We Offer

We are proud to offer all our colleagues a competitive benefits package, which includes:

• Perkbox Discounts Platform
• Employee Assistance Programme
• Performance Bonus Scheme
• Complimentary Big Bus Tickets
• & more.....

Once submitted, your application will be reviewed by the hiring manager(s). Due to the volume of applicants our vacancies regularly receive, please allow 2 weeks from the closing date to hear back regarding your application although our team will endeavour to contact every applicant as soon as practicable. Start date for the role is after 22nd April 2024.