Operations, Specialist

Job overview:

At EF World Journeys, we believe that the best way to learn about the world is to experience it, and we strive to help as many people as possible share that experience. EF Go Ahead Tours and EF Ultimate Break are divisions of EF World Journeys and we make world travel easy. We want to empower travelers of all ages to get out there and experience something new on our guided tours. If you share this passion for opening the world, come work with us!

We are now looking for an entrepreneurial individual with attention to detail and a nothing is impossible attitude to join our Production team in our dynamic and multi-cultural APAC Operations Hub in Tokyo.

As the WoJo Production Specialist , you are responsible for becoming an expert in the finer tour details to provide a smooth and enjoyable tour experience. To do this, you will develop an understanding of all components and their timing, flow, budget, and quality. You will also support communication with these suppliers and working with our Tour Directors to execute our vision.

Key responsibilities:

In your role as World Journeys Production Specialist, you will play a vital role in ensuring a memorable experience for our customers. You will contribute through:

- Allocations – support the allocation process of tour components process both pre-tour but also during tours in case of disruptions
- Communication & Collaboration - work proactively, collaboratively and have solution-oriented interaction & communication with colleagues, stakeholders, and support functions.
- Processes & Systems - Be a specialist in area of responsibility by knowing systems, processes, and compliance requirements.
- Innovation - Possess and continuously expand knowledge of area of responsibility, including but limited to suppliers, logistics of the area, tour codes & itineraries. Review processes & approaches with an eye to continuously improve efficiency, quality, cost & ultimately customer experience.
- Product Development & Expertise – Build and maintain deep local knowledge of the Japan tourism landscape and cultural institutions. Collaborate with regional and global teams to identify market opportunities and contribute to itinerary innovation and development.
- Cross-team collaboration - Collaborate with many departments such as itinerary and budget management, tour director accounts management, finance, sales, travel, tour optimization, procurement, and the Regional Office in Kyoto.
- Administrative : Ensure all contracts, bookings, invoices, and supplier communications are well-managed and that all safety and budget guidelines are adhered to
- Processes and documentation : create and keep updated all relevant documentation
- Accountability and Team commitment – When our customers are on the road, they might face unexpected disruptions and emergencies. We are as committed to our team members as we are to our customers’ experience meaning we are there for each other, and we own up to our responsibilities when we face challenges. Considering this we expect all team members across all operations departments to join at least three weekend shifts per year to support the emergency team with communication and problem solving.
- On Tour Support : You will support operational issues which may arise on tour. Working with appropriate stakeholders to solve issues which arise with minimal disruption, problem solve with Tour Directors on the ground, working with Sales counter parts to consult on appropriate service recovery if needed. Work closely with the Safety Incident and Response team to access safety issues and mitigate risk. Monitor customer evaluations and react appropriately

Key Attributes:

- Relationship management: You’re supportive, empathic, connected, and well-networked
- Reactive: You can balance workload, manage urgency, and you can easily pivot between tasks. With strong communication and problem-solving skills, you face new challenges productively and collaboratively
- Execution: You’re organized, you plan, and you manage your time to stay on-track
- Customer Experience: Your creativity promotes the development of itineraries and your eye for details helps you manage tour flow and consistency
- Willingness to travel: You’re prepared to spend time on the road learning your market and cultivating relationships

Qualifications:

- Fluent in English and Japanese is a must.
- Bachelor’s degree or equivalent
- Experience in travel, tourism, educational travel or online travel agency industry is preferred
- Strong interest in the Japanese tourism industry
- Passion for travel
- Strategic mindset whilst actively engaged to run day-to-day sourcing priorities
- Solution oriented, open-minded and driven
- Comfortable in a fast-paced, dynamic environment
- Strong communication, social skills and cultural awareness
- To be considered for this role, applicants must either be Japanese citizens or have the legal right to live and work in Japan.

EF World Journeys is a subsidiary of EF Education First

About EF Education First:

Founded in 1965, EF (Education First) is a global association of education companies that shares a common mission of opening the world through education, offering language, academic, cultural exchange and education travel programs.

Some companies are in the business of technology.

Others are in the business of finance, sports, or soft drinks.

At EF, we’re in a different kind of business.

One that’s a little less tangible, and a lot more important. We’re in the business of understanding.

For 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travellers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world.   You ’ ll find us working across more than 50 countries, with offices in some of the world ’ s greatest cities — each one filled with smart, driven people who push each other to be better every day.   And yes, we have technology, we have finance, we even have sports with our own professional cycling team.   But it ’ s what we do with it — building greater understanding, breaking down barriers, and creating a better world that makes all the difference.