Manager, Global Partner Operations

Brewster Inc.; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Join an inclusive, global team

Free access to Pursuit attractions

50% off for friends

Discounts on hotel stays, dining, and

Job summary

Pursuit in Calgary is seeking a Manager, Global Partner Operations to lead the global partner operations team across hospitality, attractions, transportation, and F&B, ensuring accurate reservations, strong partner relationships, and efficient issue resolution.

The role demands collaborative leadership, excellent communication, and experience with reservation systems and high-volume operations in travel or hospitality, with the ability to travel as needed.

Qualifications

• 3+ years of experience in reservations management or similar roles.
• Proven leadership and team management experience.
• Strong understanding of reservation, ticketing systems and CRM tools (Opera Cloud, Ventra tra is considered an asset).

Responsibilities

• Lead, mentor, and manage the global partner operations team.
• Develop and implement training programs with the Global Support Manager.
• Monitor team performance and provide regular feedback, coaching, and support.
• Oversee daily operations of the global partner operations team and ensure accurate reservations and bookings.
• Collaborate with Revenue Management and Sales to align strategies and maximize revenue.
• Maintain strong relationships with partners and handle escalations.
• Collaborate with Sales, Revenue Maximization and Operations to ensure inventory accuracy.
• Prepare and present reports on reservation activity and team performance.

Skills

Reservations management

Team leadership

CRM tools

Tools

Opera Cloud

Ventra tra

Job description

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world‑class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

Position Summary

The Manager, Global Partner Operations leads a team supporting Travel Trade partners across hospitality, attractions, transportation, and F&B, ensuring accurate reservations, consistent service, efficient issue resolution, and strong partner relationships. This role establishes priorities and service standards, improves systems and workflows, and collaborates with Sales, Marketing, Revenue Management, Finance, Technology, and regional Operations to enhance operational readiness, partner experience, and sustainable growth. The ideal candidate is a collaborative, organized people leader with strong communication, analytical, and problem‑solving skills, experience in reservation systems and high‑volume operations, and knowledge of the travel, tourism, or hospitality industry.

Key Responsibilities

• Team Leadership and Management:

  Lead, mentor, and manage the global partner operations team, ensuring high levels of performance and partner service.

  Partner with the Global Support Manager to develop and implement training programs that strengthen the skills, knowledge, and performance of the team.

  Monitor team performance and provide regular feedback, coaching, and support.

• Reservation Operations:

  Oversee the daily operations of the global partner operations team, ensuring efficient handling of inbound calls, emails, and bookings.

  Ensure accuracy and efficiency in booking processes, including payment processing, reservation modifications, and cancellations.

  Manage and optimize reservation systems and tools to improve productivity and partner experience.

• Sales and Revenue Management:

  Collaborate with the Revenue Management and Sales teams to align the commercial strategies to optimize partner opportunities and maximize revenue.

  Monitor key performance indicators (KPIs) related to partner operations and report on performance to senior management.

• Partner Relationship Management:

  Maintain strong relationships with key partners, including tour operators, and corporate clients.

  Handle escalated partner inquiries and complaints, ensuring timely and satisfactory resolutions.

  Gather and analyze partner feedback to identify areas for improvement in service delivery.

• Collaboration and Communication:

  Collaborate with the Sales, Revenue Maximization and Operations teams to confirm service viability, ensure inventory availability and accuracy for reservations.

  Participate in regular meetings with regional and corporate leadership to align goals and strategies.

  Collaborate closely with the Product Operations team to ensure systems are configured, tested, and ready to support operational needs.

• Reporting and Analysis:

  Prepare and present regular reports on reservation activity, team performance and partner satisfaction.

  Analyze data to identify trends and make data‑driven recommendations for improving processes and outcomes.

  Lead workforce management and departmental budgeting, including forecasting staffing needs, optimizing schedules and resource allocation, and ensuring alignment with service levels and financial goals.

Qualifications

• 3+ years of experience in reservations management, preferably in the travel, tourism, or hospitality industry.
• Proven leadership and team management experience.
• Strong understanding of reservation, ticketing systems and CRM tools (Opera Cloud, Ventratra is considered an asset)
• Ability to work independently and manage a remote team.
• Strong analytical and problem‑solving abilities.
• Ability to travel within the region as needed.
• Valid passport to travel.
• Strong written and verbal communication skills in English; proficiency in a second language is an asset.
• Guest‑and partner‑focused mindset with a commitment to service excellence.
• Confidence to challenge the status quo and contribute new ideas for improvement.
• Comfortable learning new systems and troubleshooting technical issues.
• Demonstrate professionalism, flexibility, and a service‑first approach in a fast-paced, dynamic, seasonal environment.
• drivers license

Working Conditions

• The role may require occasional travel to other locations
• Flexible working hours, including weekends and holidays, may be required.

About Us

We’re more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included. Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica. Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions‑led hospitality, consistently generating revenue and delivering value to our shareholders.

What will your work environment be like?

At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun. Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories.

PURSUIT PERKS

• Join an inclusive, global team and make life‑long connections
• Enjoy free access to Pursuit attractions and 50% off for friends
• Get discounts on hotel stays, dining, and retail
• Access subsidized mental health and wellness resources

Equal Employment Opportunities

Information Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team! We are working to eliminate barriers for applicants and team members from equity‑deserving groups.