G Wiz - Private Travel

Job description

About Us Let’s go on an adventure together! Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go — it’s about how it changes you. For the last 35 years, we’ve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention, as few selfie sticks as possible. Just real humans, travelling your heart out across the world with open minds and a non-stop desire to make our planet better, simply by exploring it. At G Adventures, our DNA (or GNA, if you will) is built on belonging — where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew — you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers — you wanna hit the road and call some of the most epic places on Earth your home office? We love that — and we’ve got you. Wanna spend your days with people you genuinely like? Us too — and we’re pretty sure you’ll fit right in, wherever that is. Now about that career of yours — this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time. Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you. Objective of the Job The Supervisor (GWIZ), Private Travel and Signature leads and supports a dedicated team of Signature and Private Travel Specialists who deliver exceptional luxury service and bespoke experiences to National Geographic Signature travelers, travel agent partners, and private travel clients. This role participates in the promotion of sales activity and support of sales conversions. They oversee daily operations, manage team performance and luxury service KPIs, handle high-level escalations, and drive continuous process improvements to ensure operational excellence, revenue achievement, and strong brand alignment with company values and partnership standards. Key Duties & Responsibilities Team Leadership, Performance & Development Lead, coach, and support the Signature & Private Travel team to achieve sales, service level, NPS , and ENPS targets while fostering team engagement and alignment with core culture and luxury service standards. Partner with the Inside Sales Manager on team growth, recruitment, onboarding, succession planning, impact reviews, and career progression. Deliver co-ordinate and assist in delivery of training on luxury service delivery, curated traveler engagement, GDS/Compass systems, and Salesforce CRM, maintaining team resource sites as central knowledge hubs. Monitor real-time contact queues and team workload, redistribute tasks to maintain balance, and administer recognition/incentive programs to motivate staff and prevent burnout. Operational, SLA & Escalation Management Oversee operational service delivery to ensure compliance with team KPIs (Private Travel and Signature) Serve as the primary point of contact for real-time sales support, troubleshooting, and high-level escalations (e.g., bespoke luxury requests, complex/unbalanced files, CIMs, VIPs, and special partnership requests). Manage administrative workflows including Slack channels, fund transfers, case queues, and multi-channel communications across phone, email, and internal platforms. Establish, communicate, and maintain departmental procedures, SLAs, and risk mitigation strategies to ensure compliance with company, legal, and privacy standards. Projects, Data Analysis & Continuous Improvement Analyze team performance metrics, lead conversion, booking/option reports, and traveler feedback to identify trends, risks, and revenue opportunities. Support cross-functional projects aimed at process improvement, system enhancements, and automation (e.g., Salesforce, SFMC, Compass, Vonage). Champion traveler feedback mechanisms to elevate the overall Signature and Private Travel client experience. Cross-Departmental Collaboration & Relationship Building Build and nurture strong working relationships with Global Inside Sales Managers, Managing Directors, Sales, Marketing, Operations, Travel Agent Partners, and internal departments. Collaborate with marketing and product teams to align sales and service delivery strategies for Private Travel Signature campaigns and product launches. Represent the Private Travel & Signature in regional, global, and cross-departmental meetings when required. Skills & Experience Minimum 3+ years of front-line luxury travel sales, concierge, or high-touch customer service experience 2+ years of supervisory or team lead experience in a contact center or travel sales environment 2+ years of hands-on experience with Salesforce CRM and travel reservation systems (Compass, GDS) Minimum 1 year of experience with Mac computer systems and Google Workspace tools Proven track record of managing high-stress customer escalations and de-escalating complex situations with composure and care Extensive geographical knowledge and deep familiarity with private groups and luxury travel sales and operations. Proficiency with collaboration and communication tools (Slack, Vonage) Highly refined verbal and written communication skills with professional phone and email etiquette Strong problem-solving, time management, organizational, and analytical skills Collaborative, empathetic mindset with a high focus on attention to detail *Base Salary Hiring Range: $55,000 - $68,000 annually What Do We Offer You? Competitive Total Rewards Package, including exclusive travel perks! Additional days off, including on your birthday! Vacation time for you to recharge Enhanced Parental Leave Meaningful Employee Recognition Program Learning and Growth Opportunities Employee Resource Groups *Applicable based on location* Artificial intelligence (AI) tools may be used to support the administrative processing of applications, such as organizing and formatting applicant information. AI is not used to screen, assess, or select applicants. All hiring decisions are made by our recruitment team. G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.