Housing Services Manager - Frontline Operations Leader

NSW Department of Communities and Justice; Gold Coast City; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Extra days off

Vacation time

Enhanced Parental Leave

Recognition program

Growth opportunities

Employee Resource Groups

Job summary

G Adventures is seeking a Regional Operations Manager to lead the Oceania tour programme, overseeing a diverse team and supplier relationships across the region. This role drives profitability, quality, and ongoing growth while maintaining safety and brand standards.

The position is hybrid, based out of Brisbane, with days in the office as required. You will shape regional operations, manage risk, and collaborate with cross‑functional teams to deliver exceptional experiences for travelers across

Qualifications

• Minimum of 5 years’ experience in the travel industry, with extensive travel experience in the region.
• Minimum of 2 years’ experience in an operations leadership role.
• Experience in new product development and supplier negotiation is desirable.
• Experience developing and implementing systems and procedures to improve operational efficiency.
• Proficient in office administration, problem solving and organizational management.
• Ability to manage crises and take responsibility for the safety and well‑being of others.
• Ability to train, mentor and lead team members effectively.
• Commitment to delivering high levels of customer satisfaction and ability to manage complex customer service issues.
• Effective stakeholder management skills across a geographically and culturally diverse organisation.
• Excellent communication, interpersonal, and relationship management skills.
• Strong organizational skills with the ability to prioritize competing demands effectively.
• A functional knowledge of relevant laws and regulations, relating to employment, passenger transport, and national parks visitation.
• Right to Work in Australia

Responsibilities

• Lead regional operations and vendor relationships across Oceania.
• Oversee product lines, inventory, and budget forecasting.
• Manage risk, safety, and compliance while upholding brand standards.
• Develop regional staffing strategies for operations and support.
• Drive continuous improvement and cross‑functional collaboration.

Skills

Leadership

Strategic planning

Stakeholder management

Crisis management

Communication

Job description

Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go — it’s about how it changes you.

At G Adventures, our DNA (or GNA, if you will) is built on belonging — where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew — you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers — you wanna hit the road and call some of the most epic places on Earth your home office? We love that — and we’ve got you. Wanna spend your days with people you genuinely like? Us too — and we’re pretty sure you’ll fit right in, wherever that is.

Now about that career of yours — this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top‑notch work and spread a ridiculous amount of goodness at the same time.

Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you.

About the Role

The Regional Operations Manager role is a pivotal leadership position that is primarily responsible for the successful delivery of G Adventures’ comprehensive tour programme across Oceania. This is a dynamic and multi‑faced role that leads a diverse team to ensure sustainable business growth, operational excellence, profitability and quality. This role oversees supplier relationships, team development, and compliance, ensuring efficient, innovative, and customer‑focused tour operations.

It also manages risk, fosters cross‑functional collaboration and champions continuous improvement to uphold brand standards and safety. This role builds on a highly successful platform but with significant opportunity to drive continued growth and evolution of the Oceania region in the coming years.

This role is a hybrid role, based out of our Brisbane office where a set number of days are required in office as per the region.

What you'll be doing

Strategic Leadership and Regional Planning

• Lead ongoing enhancements of operational and administrative processes, ensuring systematic and efficient workflow across regional operations, key suppliers and shared services functions.
• Coordinate with Product and Strategic Operations divisions to manage product lines and inventory efficiently and profitably.
• Ensure accurate regional overhead budget forecasting, spend and tracking
• Contribute to strategic destination management functions, including product mix, inventory strategy, quality management and supplier mix.
• Contribute to development and implementation of a regional staffing strategy across Regional Operations, Tour Staff, and Shared Services functions.
• Ensure trips run to budget, and identify opportunities for cost reductions in collaboration with the Buying team.

Supplier and Stakeholder Management

• Collaborate with the Buying team on supplier selection, vetting, and training.
• Build and manage effective relationships with suppliers and DMC partners, ensuring consistent service delivery and clear communication at all levels.
• Travel within the region to inspect hotels, transportation and suppliers; provide support, attend industry events and stay informed on new industry trends.
• Develop the company’s presence within local tourism boards, associations and committees, promoting brand awareness and industry engagement in the region.
• Ensure all operational areas uphold brand standards and properly represent third‑party wholesaler brands as required.
• Maintain strong communication and positive working relationships between regional operations, shared services functions and other internal stakeholders. Consistently review and manage workflow and processes.

Team Leadership and Development

• Lead and manage a remote team of office employees and tour staff across the Oceania region, fostering a culture of trust, respect and accountability both internally and externally.
• Oversee ongoing training programs for office employees, tour staff, and local operators to build leadership capacity and regional infrastructure that supports rapid growth.
• Foster and promote company culture among office employees, suppliers and tour staff, enhancing engagement and alignment with company values and community tourism.
• Support travel style training initiatives within the region to ensure consistent customer experience.

Operational Excellence and Quality Control

• Regularly review traveller evaluations to identify trends, pinpoint areas for improvement and develop initiatives that add value to tours.
• Champion the adoption of new systems, initiatives and programs in a fast‑paced, constantly evolving global business.
• Analyze international competitors and regional operators, consistently seeking value innovations and applying improvements across tours.
• Lead the tour staff leadership team and suppliers in upholding and improving safety and quality standards across tours, vehicles, and accommodations.

Compliance, Risk, and Incident Management

• Take an active role in managing critical incidents and emergencies in the field, coordinating communication and ensuring all relevant parties are kept informed.
• Support the Operations team in developing and implementing contingency plans in the event of on‑tour disruptions and adjustments.
• Ensure effective, consistent and timely incident reporting from tour staff and suppliers.
• Ensure safe, compliant tour operations across office and tour staff and supply chain, through adherence to all relevant laws and regulations.
• Ensure adherence to G Adventures welfare policies and community tourism standards.
• Ownership of the emergency phone roster, ensuring equitable distribution of out of hours responsibility across the operations team. The role is included in the emergency phone rotation, and acts as an escalation point on a shared basis also.

Communication and Content Management

• Work closely with the Product team to verify the completeness and accuracy of all trip content, and tour staff resources, including trip details, brochure and web content, and trip flows.
• Monitor and maintain communication channels such as passenger feedback and regional correspondence to ensure timely responses and issue resolution.

What you'll need to be successful

• Minimum of 5 years’ experience in the travel industry, with extensive travel experience in the region.
• Minimum of 2 years’ experience in an operations leadership role.
• Experience in new product development and supplier negotiation is desirable.
• Experience developing and implementing systems and procedures to improve operational efficiency.
• Proficient in office administration, problem solving and organizational management.
• Proficient in working across a diverse suite of platforms, and the ability to
• Ability to manage crises and take responsibility for the safety and well‑being of others.
• Ability to train, mentor and lead team members effectively.
• Commitment to delivering high levels of customer satisfaction and ability to manage complex customer service issues.
• Effective stakeholder management skills across a geographically and culturally diverse organisation.
• Excellent communication, interpersonal, and relationship management skills.
• Strong organizational skills with the ability to prioritize competing demands effectively.
• A functional knowledge of relevant laws and regulations, relating to employment, passenger transport, and national parks visitation.
• Right to Work in Australia

What Do We Offer You?

• Additional days off, including on your birthday!
• Vacation time for you to recharge
• Enhanced Parental Leave
• Meaningful Employee Recognition Program
• Learning and Growth Opportunities
• Employee Resource Groups

Artificial intelligence (AI) tools may be used to support the administrative processing of applications, such as organizing and formatting applicant information. AI is not used to screen, assess, or select applicants. All hiring decisions are made by our recruitment team.

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.