2IC Operations

Do you want to play a key role in delivering high-quality visitor experiences while supporting a conservation-focused organisation?

We’re looking for a proactive and organised individual to join our team as 2IC Operations, supporting the delivery of exceptional tour and front-of-house experiences on the Otago Peninsula.

This role sits at the centre of our daily operations. You’ll help coordinate tours, support staff performance, ensure smooth customer experiences, and contribute to the ongoing success of The OPERA and its wider conservation mission. Working closely with the Head of Operations, you’ll step into a leadership role when needed and help drive continuous improvement across systems, people, and processes.

What You’ll Be Doing

• Supporting the smooth day-to-day running of tour and front-of-house operations

• Coordinating schedules, staffing, and resources to meet demand

• Helping maintain booking systems, tour offerings, and operational accuracy

• Delivering and overseeing high-quality customer experiences

• Assisting with financial processes, reporting, and system accuracy

• Supporting staff coordination, onboarding, and performance development

• Stepping into operational leadership when required

• Contributing to continuous improvement, projects, and team initiatives

• Coaching and developing team members through feedback and performance conversations

• Assisting with reporting, forecasting, and data accuracy across booking and operational systems

• Contributing to partnerships and community outreach initiatives

• Supporting projects and broader organisational initiatives that strengthen The OPERA’s impact

You’ll Thrive in This Role If You Have:

• Strong organisational skills and the ability to manage multiple moving parts at once

• A natural ability to coordinate people, schedules, and resources efficiently

• Confidence working both independently and as part of a collaborative team

• Excellent communication skills, especially in customer-facing environments

• A proactive mindset with the ability to step up and lead when needed

• High attention to detail, particularly with systems, data, and financial processes

• A commitment to delivering high-quality customer experiences

• Adaptability in a fast-paced, hands-on environment

Bonus Points For:

• Experience in tourism, hospitality, or operations coordination

• Familiarity with booking systems such as FareHarbor

• Experience with financial reconciliation or tools like Xero

• Leadership or team coordination experience

Why This Role Matters

This position plays a key role in ensuring the smooth delivery of experiences that connect people to the Otago Peninsula and its wildlife. By supporting operational excellence, you directly contribute to the wider mission of conservation, restoration, and education.

About the companies & Trust…

New Zealand Wildlife Alliance is the parent company of Monarch Wildlife Cruises & Tours, The OPERA – Otago Peninsula Eco Restoration Alliance, and Wingatui Glasshouses, the three of which operate as sister companies. Together with the Otago Shore & Land Trust, we are focused on conservation, rehabilitation, restoration, and education on the Otago Peninsula and beyond.

Our purpose as a team…

We value the opportunity to share the beauty of Dunedin and the Otago Peninsula with our guests and understand that it is only through their patronage that we can succeed. We believe in fostering a mentally and physically safe work environment which celebrates our commonalities, as well our differences. We understand that it is only through our combined strengths and talents that we can achieve our common objectives of conservation, rehabilitation, restoration, and education. We pledge to help each other accomplish the most we can so that together we can achieve our goals and make a positive contribution to the world.

About this role…

This role includes responsibilities within The OPERA and supports the effective delivery and continuous improvement of tour and front of house operations. Working under the guidance of the Head of Operations, the position contributes to operational coordination, team leadership and performance oversight to ensure high service standards and organisational objectives are met. The role also supports broader organisational initiatives as required.

Key responsibilities, deliverables, and outcomes...

Operations Management

• Support the management of front of house operations including tour bookings, scheduling coordination and contribution to forward revenue forecasting.

• Under guidance of the Head of Operations, roster tour and front of house staff to ensure alignment with operational demand and service standards.

• Alongside the Head of Operations, manage the assignment of staff and operational resources required to execute daily tour operations efficiently.

• Help maintain and optimise tour offerings within the FareHarbor booking system, ensuring accuracy of schedules, pricing and availability under the guidance of Head of Operations.

• Support the sourcing, purchasing coordination, inventory control and merchandising of resale items within the gift shop.

• Assist with oversight of day-to-day tour execution, stepping into operational leadership responsibilities as required to ensure continuity of service.

• Deliver best-in-class customer service from initial booking through to tour completion, overseeing the monitoring and evaluation of customer experiences.

• Support the management of customer feedback processes, including responses, performance review discussions with staff, and recommending service improvements or corrective actions where required.

• Complete daily financial operational tasks including cash and EFTPOS reconciliation, preparation of daily bank deposits, and reporting tour and retail revenue performance.

• Investigate and resolve any payment or reconciliation discrepancies in Xero for accurate revenue tracking.

• Serve as a tour guide when required.

• Identify areas of opportunity where volunteer staff can lead or support operational functions and assist in the recruiting, training, and management of volunteer staff within these areas.

Staff Oversight

• Support the recruitment, onboarding and training of staff dedicated to tour and front of house operations, ensuring consistency in service delivery and operational standards.

• Help oversee day-to-day adherence to company policies, procedures and customer service expectations, addressing issues proactively and escalating where required.

• Assist in the coaching and development of team members through regular feedback, performance check-ins and skills development conversations.

• Work with tour and front of house staff to establish, track and review measurable performance metrics aligned to operational and revenue goals.

• Identify capability gaps within the team and recommend training or development initiatives to senior leadership.

• Step into a leadership role in the absence of the Head of Operations to maintain team direction and accountability.

Data Management

• Help maintain and optimise booking systems and the tour offering sections of the website, ensuring accuracy of tour descriptions, pricing, availability and presentation across all platforms under the guidance of the Head of Operations.  

• Support the integrity, accuracy and organisation of all tour-related data across booking, scheduling and reporting systems.

• Alongside the Head of Operations, generate and manage tour schedules and workflow forecasts to support operational planning and rostering decision under the guidance of the Head of Operations.

• Assist the Head of Operations with the preparation and analysis of performance and trend reports to assist with revenue forecasting and benchmarking within shared categories, escalating insights and risks to the Head of Operations.

Community Outreach

• Assist in managing partnerships with outside groups/organizations to advance the interests of The OPERA and its sister companies.

• Identify additional groups/organizations with whom The OPERA should consider partnering to advance shared or complementary objectives.

• Participate in community outreach with outside groups/organizations to advance the interests of The OPERA where and as requested.

General Operations

• Lead project teams when a project is in your area of specific responsibility.

• Join project teams to assist with property improvement as requested.

• Consider ways in which your unique knowledge and/or talents could benefit the advancement of initiatives at The OPERA and when opportunities are identified, present your ideas to senior leadership for consideration.

Health & Safety

• Ensure staff are trained in safety practices and procedures in the specific area of work for which you have oversight responsibilities.

• Ensure you are adhering to safe practices and procedures at all times.

• Ensure staff working within your area of influence are adhering to health and safety policies and procedures at all times.

• Immediately report any witnessed violations of safety practices and procedures.

Staff Engagement

• Be on time and participatory in scheduled staff meetings, unless prior absence or tardiness has been arranged.

• Participate in occasional staff training sessions and/or staff development outings as requested.

• Alert predator control staff to any nuisance or problem animals.

• Serve as a member of staff committees and/or workgroups as requested.

• Participate in strategy sessions as requested.

• Wear the provided staff uniform during rostered hours and always maintain uniform in as neat a condition as possible.