Tour Delivery Manager
5c25b56e-5f1d-49e0-9512-c5a7828d1a08:19000101_000001 · JP ·
- Category
- Project management
- Experience
- 3+ years
Collette is seeking a strategic, people-focused Tour Delivery Manager to join our Tour Delivery Team. This role will support our Japan tour region and will be responsible for developing high-performing Tour Manager teams that consistently deliver exceptional on-tour experiences. The ideal candidate must reside in Japan.
About Collette: Let Us Show You the World
There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.
Job Summary
The Tour Delivery Manager leads the recruitment, development, coaching, and performance management of regional Tour Manager teams to ensure every traveler receives a best-in-class on-tour experience. This role partners closely with Tour Operations, and other cross-functional teams to uphold Collette brand standards, strengthen tour delivery consistency, and identify opportunities to improve the guest experience. Because Tour Manager performance is a leading driver of on-tour excellence, this position plays a critical role in building and supporting one of the strongest Tour Manager teams in the industry.
Primary Responsibilities
- Recruit and hire top Tour Manager talent: Develop and execute an annual recruitment strategy that supports business growth, strengthens regional coverage, and attracts high-quality candidates who can deliver Collette’s brand and excellence standards.
- Lead training, coaching, and team development: Evolve training strategies based on individual and team needs, using a mix of structured learning, on-the-road coaching, tour preparation, and briefings for new and existing Tour Managers. Support issue resolution for Tour Managers while on tour and contribute to the planning and execution of the annual Tour Manager Collaboration Meeting.
- Drive performance and service excellence: Manage team performance against established metrics and customer feedback data, using insights from Collette’s quality management tools to identify trends, coaching opportunities, and resources that improve the on-tour experience.Support product and marketing initiatives: Gather and share regional Tour Manager insights to support tour enhancements, product refinement, and marketing content that accurately reflects the guest experience.
- Collaborate across the organization: Partner with Product, Tour Operations, Emergency Services, and other internal teams to improve processes, strengthen communication, support new product development, and ensure Tour Managers have the tools and information needed to succeed on the road.
- Travel as needed: This role requires periodic travel, estimated at approximately four trips per year.
Knowledge and Skills
- 3–5 years of travel industry, tour operations, people leadership, or related management experience required.
- Strong written and verbal communication skills, with the ability to coach, influence, and build trust across teams.
- Demonstrated analytical, creative problem-solving, and decision-making skills.
- Proven ability to manage relationships with internal and external stakeholders in a collaborative, service-oriented environment.
- Proficiency with Microsoft Office, including Word, Excel, Outlook, and Teams.
- Ability to interpret customer feedback, identify performance trends, and translate insights into coaching and operational improvements.