Supervisor, Program Development and Operations

REI Adventures

Full-time Non-agent travel job Bellevue, WA

In this role, you will contribute to REI’s success by providing leadership, guidance and oversight of the REI Adventure program team. You will be responsible for supporting the successful delivery of the team’s strategic goals and operating plan. You will support the department in achieving department KPI’s including quality, sales, profitability and inventory levels. You will oversee the global product assortment, including new product and product line development, operational consistency, quality assurance, customer experience, field branding and risk management.

You will build and maintain excellent working relationships with a global network of vendors, and all team members.  You will work cross-divisionally with Digital, Marketing, Legal and HR when needed to achieve mutual goals.  You will hire, supervise, coach and mentor Program Managers. Models and acts in accordance with REI’s guiding values and mission.

  1. Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
  2. Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
  3. Challenges and inspires employees to achieve business results.
  4. Ensures employees adhere to legal and operational compliance requirements.
  5. Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
  6. Conducts and ensures the completion of performance reviews.
  7. Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
  8. Establishes and maintains visibility within the department.
  9. Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.
  10. Deliver on the strategic operating goals of the department for growth and quality.
  11. Lead Program Management team to formulate and implement product and assortment strategies including destination selection, program type, activity, activity level, target net cost and retail price, and initial sales forecasts.
  12. Interpret and identify customers’ needs and preferences through various internal and external sources.
  13. Oversee the research and development of compelling travel programs and product lines that meet the needs of our target customers.
  14. Oversee all retail trip pricing strategy and ensure profitability goals are met. 
  15. In a support role collaborate with Marketing, Public Affairs, Retail, Merchandising, to assist in delivering on the department goals.
  16. Ensure standards for program quality and operational guidelines are consistently implemented across all programs.
  17. Continually monitor and improve on the system of oversight to measure vendor performance based on their green practices and operational quality.
  18. Oversee post trip customer satisfaction and ensure expectations are consistently met/exceeded and appropriate vendor follow up/action taken.
  19. Oversight of all risk management plans and reporting.
  20. Ensure all vendors meet or exceed all requirements at all times
  21. “On-call” responsibilities handling REI Adventure’s emergency phone when scheduled.
  22. Responds appropriately to urgent customer and field partner questions, issues, and situations.
  23. Serve as the primary decision maker during “on-call” schedules and as a decision authority on issues requiring escalation to Adventures leadership at any time.

Bring your passion and expertise

  1. 3 plus years supervisory experience
  2. 3 plus years in Adventure Travel, wholesale travel, tourism, outdoor education or closely related field.
  3. Proven decision-making skills: the ability to effectively identify, analyze, develop solutions and execute on complex business problems
  4. Proven analytical skills, planning experience and knowledge of performance measurements (gross margin, sales, and other key business indicators)
  5. Proven negotiation experience and relationship building skills
  6. Ability to shift quickly between strategic and detail levels
  7. Ability to travel internationally independently
  8. Proven ability to implement and champion change in a fast-paced business