Operations Manager - Tourism Transport Startup

Mamma Pappa Travel Services; Provinsi Bali; On-site; IDR 200,880,000 - 334,800,000; Full time

Benefits offered by this job

Bonus structure

Direct reporting to founder

Competitive Bali startup salary

BPJS & leave entitlements

Job summary

Mamma Pappa Travel Services in Bali seeks an Operations Manager to own the day-to-day execution of airport transfers, tours, and guide-led experiences. You will manage fleet partnerships, ensure service quality, and lead a growing team on the ground in Bali.

The role demands hands-on leadership, comfort with ambiguity, and strong reporting to drive operational excellence in a small, early-stage tourism startup.

Qualifications

• Minimum 2 years of operations/people management experience in service-heavy industries.
• Fluent in Bahasa Indonesia and English (written and spoken).
• Comfortable working in a high-ambiguity startup environment.

Responsibilities

• Own service quality standards across transfers, tours, and guides.
• Manage fleet partner relationships, onboarding, terms, and growth.
• Act as final escalation point for customer and partner issues.
• Lead and develop operational staff including drivers and guides.
• Build SOPs for airport pickups, tours, and vehicle checks.
• Provide daily end-of-day reporting to the founder with priorities.

Skills

People management

Operations management

Bilingual EN/ID

Analytical thinking

Problem solving

Startup experience

Job description

Operations Manager - Tourism Transport Startup

OPERATIONS MANAGER — TOURISM TRANSPORT STARTUP (BALI) | BILINGUAL EN/ID

• Airport transfers
• Day-hire private tours
• Tour guide services

Job type: Full-time

Experience level: Mid-level (2+ years)

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ABOUT THE COMPANY

We are an early-stage tourism transport business launching in Bali. Our services span airport transfers, day-hire private tours, and tour guide services, delivered through a network of driver and fleet partners. We are now hiring our first Operations Manager to take full ownership of how the company runs on the ground.

ABOUT THE ROLE

This is a foundational hire. You will be the operational backbone of the business — accountable for service quality, fleet partner relationships, escalations, and the performance of every operational staff member on the team, including drivers and tour guides. You will report directly to the founder and have daily influence over how the company is built.

This is a hands-on role. The right candidate is energised by ambiguity, comfortable making decisions without complete information, and unafraid to be on the ground when things need to be fixed — at the airport, in the office, or in the field with a tour in progress.

KEY RESPONSIBILITIES

• Service quality ownership. Define service standards across airport transfers, tours, and guide-led experiences. Measure performance, hold the team accountable, investigate root causes of customer issues, and implement lasting fixes. Online reviews and repeat bookings depend on this.
• Fleet partner management. Own the end-to-end relationship with driver and vehicle partners: onboarding, commercial terms, dispute resolution, vehicle standards, and partnership growth.
• Escalation management. Act as the final point of resolution for customer complaints, partner disputes, late or missed pickups, and operational incidents during tours. Decisions made in minutes, not hours.
• Team leadership. Manage all operational staff including drivers, tour guides, dispatch, support, and administrative team members. Recruit, train, roster, and performance-manage.
• Process and systems. Build SOPs from the ground up — airport pickup protocols, tour briefings, guide standards, vehicle checks, customer handling. Identify operational weaknesses and design durable fixes.
• Daily reporting. Provide the founder with a structured end-of-day report covering operational performance, incidents, escalations, partner issues, bookings serviced, and priorities for the following day. No surprises.

REQUIRED EXPERIENCE

• Minimum 2 years of operations experience, ideally in transport, logistics, fleet, hospitality, tourism, or another service-heavy industry
• Demonstrable people management experience — you have hired, coached, and managed performance
• Fluent in both Bahasa Indonesia and English (written and spoken). This is a hard requirement.
• Strong analytical and problem-solving capability
• Discipline with daily reporting and follow-through
• Comfortable operating in an early-stage startup environment

PREFERRED

Experience in airport transfers, ride-hailing, tour operations, hotel front-of-house, or any guest-facing tourism business in Bali or elsewhere in Indonesia.

WHAT WE OFFER

• Foundational role with significant influence on company direction
• Direct reporting line to the founder
• Performance-based bonus structure tied to operational KPIs
• Salary: competitive for an early-stage Bali startup, discussed at offer stage based on experience
• BPJS and standard Indonesian leave entitlements