Product Manager

Responsible for leading and managing the design, preparation and implementation of a collection of tour series programs (between 10-20 in count each operating between 5-50 times a year). Lead seamless execution of all tour elements and components that are involved in the creation and operation of each tour series, through onsite visits, supplier management, processes, identification of resources and successful implementation of operational details. Product Managers are responsible for all matters pertaining to product enhancements and tour feedback from Tauck Directors, guests and internal staff for assigned tours. Responsible for meeting and exceeding guest satisfaction levels and on-tour brand delivery and fulfillment. Owns tour budget and management of tour related costs. Requires an ability to multi-task and support/collaborate with many cross-functional teams, including Purchasing, Operations, Guest Relations, Finance, Tour Director Management, Reservations, Journey Preparation, Creative and Brand Management. Must be comfortable in a matrix structure.  Leads the annual contracting process for assigned tours, in collaboration with Purchasing. Responsible for design, development and implementation of new products, in collaboration with WWO Management. Provides support to sales, marketing and reservations.

KEY RESPONSIBLITIES:

• Own performance and execution of collection of tours, including tour design, continuous enhancement, choreography & implementation of all tour elements. Working closely with WWO Management for guidance on tour design, major enhancement & New Product development.  Requires strong creative and logistics / planning talents and effective communication skills.
• Lead annual contracting process for tours, collaborating/providing direction to the Purchasing team.
• Proactively offer and recommend product enhancement and new product development opportunities.
• For new products, establish and lead new product development, lead pre-season training/rehearsal travel, train Tauck Directors, develop technical itinerary detailing all operational elements, suppliers, update operational tour budget, create appropriate contracting information, and provide yield, sales and marketing support.
• Assure that new suppliers are prepared to welcome Tauck guests, by arranging pre-con meetings.
• Seek and incorporate feedback from internal & external customers (Operations, Purchasing, Reservations, Finance, TD’s and TD Management, Guest Relations, sales & guests) for tours in region.
• Ensure all deadlines are met in Product Planning Calendar, which includes internal systems updates and broader company communications (e.g. training, creative review).
• Ensure that each tour meets or exceeds brand standards.
• Provide accurate and timely information to all internal departments as necessary with day-to-day needs. 
• Owns cash management of the tour budget. Ensures accurate costs (cash and budgeted) are current in all systems. Communicates cash budget changes to TD/suppliers. Identifies and manages cost variances.
• Partners with Yield & Finance to identify fixed costs and release penalties,
• Meets or exceeds passenger, cost of sale, cash management and customer satisfaction goals. Responds to customer letters and feedback in a timely manner. 
• Provide timely response/support to Crisis team during on-tour crisis.
• Ensure tour components and guest experience follow local health & safety compliance.
• Participate in weekend/off-hours duty coverage 
• Owns the business travel planning calendar and budget for assigned tours/regions.
• Additional responsibilities or skills may vary by region or type of tour (e.g. cruise knowledge, event development).
• For PM’s overseeing River or SSC products;
  • Oversee accuracy of sailing schedules, docking locations and ship deployments for all products and note such as required in all internal systems.
  • Coordinate and communicate with multiple tour director staff per tour departure (vs. one on land tours).
  • Plan tour components for up to 160 guests per departure using multiple coaches, Tauck staff and local guides.
  • Work closely with ship partners to ensure that Tauck Brand Standards for onboard meals, service and entertainment are met on all vessels.

KNOWLEDGE/SKILL REQUIREMENTS:

• Bachelors Degree in a business discipline and/or equivalent related applicable experience 
• Past experience designing tours or events
• Ability to be flexible and work through multiple tasks concurrently, quickly and accurately 
• Must possess outstanding interpersonal skills and develop partnerships with multiple departments
• Excellent time management skills and proven ability to meet deadlines 
• Ability to work in a fast paced environment
• Detail oriented and strong organizational and analytical skills 
• Ability to adapt to new situations and maintain a positive attitude 
• Proven technical/computer systems aptitude
• Proficient in MS Excel, Microsoft, PowerPoint 
• Ops Manager, Mariposa, Web Contracting and iSeries a plus
• Ability to work independently and as a member of a team
• Excellent oral and written communications skills to communicate the Tauck brand.
• Ability to travel up to 100 days per calendar year, and for extended periods as needed.  By way of example, one month in destination for new product development or enhancement