EF Educational Tours is currently looking for an ambitious, energetic and enthusiastic candidate for the position of Production Specialist to join our Operations department in Panama city.
As a Production Specialist, you will be responsible for managing a portfolio of programs in Latin-American which will be country and regionally specific.
By working closely with colleagues across the Operations department, your main role is to ensure a beautiful experience for our customers both leading up to, and during the program.
In your role you will also liaise with our Sales, Product Innovation and Operations teams situated in North America and Europe, to help develop itineraries and educational content in our programs.
Main areas of Responsibility
Production Management- build and execute on a booking strategy for each experience (activity, meal, guides) which meets cost and capacity limitations in line with set quality standards.
Tour Ownership - responsible for overall tour flow, customer experience and consistently tracking our quality KPIs scores (NPS, Overall On Tour Experience, Stay ratings) for all programs under your portfolio.
Project Management - for Major Entrance Fees and / or responsible for coordinating bookings process & oversee the execution of production in their regions and being the department point person.
Product development - improve logistics for each itinerary minimizing travel time and costs and maximizing educational value and customer satisfaction.
Through deeper analysis of your Programs, you will be expected to provided expert insights to help drive improvement in customer experience and product innovation.
Risk and Safety Management proactively manage and monitor potential risk exposure and safety concerns, as well as manage all on tour emergencies within portfolio.
Quality Management for regions of expertise - working with supplier evaluations, understanding customer needs, collaborating with the Procurement team on the needs of the region.
Customer experience - Deliver on customer requests and preferences by maintaining clear communication with suppliers and Tour Directors.
Support our sales staff with expert product knowledge to help them sell and adequately prepare our customers before traveling.
Cross-team Collaboration you will work closely with many of our departments in Operations, such as Procurement, Tour Directors, Finance, Itinerary and Budget Management, Invoicing and Flights.
You will also collaborate with other departments oversees in Canada and the US, such as Sales, Customer experience and Market development.
Innovation and Tour Maintenance you will be the expert for the region of your portfolio. In collaboration with our sales and market development team, you will provide with new ideas for activities, new tours, enhancing and developing current tours.
Technology - contribute to the development of technology solutions and the continuous improvement of current tools and processes.
Looks for ways to improve and inspires colleagues to do the same
Spreads positive energy and makes the workplace a fun environment
Strives to create a collaborative and dynamic environment on day to day basis