Operations & Strategy Manager (Niagara Falls)

Operations & Strategy Manager See Sight Tours · Niagara Falls, ON · Full-time, in-office · Tours, Hospitality, Workforce & Capacity Planning Operations is the product. Most tour companies focus on the tour. We focus on the system that makes 22+ cities run like one: demand forecasting, capacity planning, guide scheduling, vehicle utilization, quality assurance, and the data behind all of it. That system is our moat. We’re hiring an Operations & Strategy Manager to help us widen it. About See Sight Tours See Sight Tours runs small-group tour experiences across 22+ cities in North America. We pair boutique tour quality with regional operating scale: guides who know their cities, vehicles we own and operate, and a back-office built to make all of it look effortless. We serve 200,000+ passengers a year on roughly $15M in revenue — and we’re growing roughly 100% year over year. That means any product can take off in a month, and we need to be ready when it does. Zero cancellations is the bar. We’re small enough that one person’s work changes the business, and big enough that the problems are real. About the Role This role reports to the Head of Operations and is the analytical engine behind how 22+ cities, hundreds of guides, and a fleet of vehicles run as one system. Your job, in one sentence: anticipate demand before it shows up, make sure we have the capacity to meet it, and tighten every operational seam so that what looks effortless to a guest stays effortless as we grow. The work is heavily numerical. You’ll live in booking data, guide schedules, vehicle utilization reports, and review trends. You’ll find the friction that’s costing us margin, capacity, or quality — then coordinate with lead guides, recruitment, marketing, and product ops to fix it. You will not be siloed. You will not be managed by checklist. You will be trusted to find the right problem, structure it, and ship the answer. A Typical Week - Monday — pull booking velocity across all 22 cities; flag where we’re tracking ahead of capacity and where a product is taking off - Tuesday — audit next month’s guide schedules; find the shifts where a guide is coming in for 2 hours when they could be running 3 tours and a full day - Wednesday — dig into review trends; identify the one or two guides whose scores are slipping and coordinate with lead guides on a fix - Thursday — model demand for the next quarter; if there’s a coverage gap in Niagara, trigger recruitment to hire and train before the gap hits - Friday — meet with product ops on a pickup location issue causing late starts in two cities; write the memo for leadership on what changed this week You Might Be a Excellent Fit If You Currently Work As… You don’t need “Operations Manager” on your resume already. We’ll happily look at people coming from adjacent roles, including: - Operations Coordinator, Operations Analyst, or Operations Supervisor ready to step up - Workforce Planner, Workforce Analyst, Capacity Planner, Resource Planner, or Demand Planner - Scheduler, Scheduling Manager, or Scheduling Analyst from any service business - Logistics Coordinator, Logistics Analyst, Fleet Coordinator, or Dispatch Supervisor - Tour Operations Coordinator, Travel Coordinator, or Tour Manager - Hospitality Manager, Hotel Operations Manager, Restaurant Manager, or Guest Services Manager who wants to apply your operational instincts at scale - Yield Analyst, Revenue Operations Analyst, or Service Delivery Manager - Project or Program Coordinator with strong Excel and analytical skills - General Manager or Assistant General Manager from retail, restaurants, or multi-unit service who wants to build systems instead of running the floor - Recent exit from consulting, analytics, or finance into a real operating role What You’ll Own Demand Forecasting & Capacity Planning Read booking velocity in real time across 22+ cities. Anticipate demand spikes — when a product takes off, a destination trends, a season hits, an OTA pushes us up the rankings. Model capacity (vehicles, guides) against forecast demand. Trigger upstream interventions before capacity becomes the constraint. The job is to make sure we never miss a sale because we couldn’t run the tour. Guide Workforce Planning Coverage modeling across every city: where are we short, where are we redundant, where are we one sick day away from a problem. Set the recruitment triggers — know when and where to start hiring and training, in time to land the right people before peak. Coordinate with the recruitment function on hiring pipeline by city. Workforce planning is the difference between scaling and breaking. Scheduling & Utilization Optimization Squeeze more revenue out of every vehicle and every guide-hour. Example: one Mercedes Metris in Niagara can run 40 guests in a day by stacking morning, afternoon, and evening time slots — your job is to make sure that’s the rule, not the exception. Eliminate 2-hour guide shifts in favor of stacked full-day rotations. Optimize guide assignment based on skill, language, customer fit, and review history. Quality Assurance & Review Operations Monitor reviews across every platform. Identify quality issues at the guide, city, or product level. Partner with lead guides on coaching and corrective action. Build the feedback loop from review data back into scheduling decisions — your top guides on your top tours. The bar is well-oiled-machine, every tour, every city, every day. Cross-Functional Operations You’re the connective tissue between operations, recruitment, marketing, and product ops. When a pickup location is broken, you coordinate with product ops to clean it up. When routing is costing us guest time, you scope the fix. When a city manager flags a recurring problem, you decide who owns it and hold the timeline. The Operational System Build the dashboards, models, KPI reports, and SOPs the team uses to run the business. Translate operational chaos into structured analysis and decisions. Turn one-time fixes into repeatable processes. Operations compounds when knowledge is captured, and you’ll be the one capturing it. Who You Are Required - 2–5 years in an operational, analytical, or planning role — operations, workforce planning, scheduling, capacity planning, dispatch, hospitality, tour operations, or a comparable role where you owned cross-functional problems - You live in numbers. Booking data, capacity reports, utilization metrics, review trends — if there’s a spreadsheet, you’ve already pivoted it - Excel and Google Sheets are second nature. You can build a model from scratch, write a QUERY without looking it up, and turn ugly data into something that drives a decision - You write well. A board-ready memo, a vendor email, and a one-pager for a city manager — same day, no problem - Real fluency with AI tools (Claude, ChatGPT, Cursor, NotebookLM, or similar) — used to compound your output, not as a novelty - Structured thinker. Bias to action. Allergic to vague problem statements - You finish things Nice to Have - Tour operations, tourism, hospitality, transportation, fleet, logistics, or multi-location service business experience - Workforce management, scheduling, capacity planning, or demand planning experience - Familiarity with dispatch, scheduling, or workforce management platforms - Working knowledge of SQL, Python, or BI tools (Looker, Tableau, Power BI) for data automation - Experience with demand forecasting, yield management, or revenue operations - Multi-site, multi-unit, or multi-jurisdiction operations experience - Post-secondary degree in business, commerce, operations, supply chain, hospitality, tourism, or a related field Why This Role One. The loop between analysis and impact is days, not quarters. You model a capacity gap; we hire the guides. You redesign a schedule; it runs next week. Most ops roles at bigger companies don’t move like this. Two. We’re growing roughly 100% year over year. The operational problems you’ll solve in Q3 aren’t the ones you’re solving today. You’ll get more variety, more scope, and more compounding skill development than ten years at a larger company. The constraint is your bandwidth, not your title. Three. Operations is the strategy here. You’re not a support function. You’re the function. Apply on Kit Job: kitjob.ca/job/2oxc2i