DMC Operations & Product Manager

Job Description: Operations & Product Manager

Company: Balicopter DMC

Location: Bali, Indonesia

Reports to: Managing Director

Position Overview

The Operations & Product Manager is responsible for planning, coordinating, and overseeing the day-to-day delivery of tours, transfers, and experiences under our DMC brand. This role ensures operational excellence, develops new products, and maintains high-quality standards that reflect our premium positioning in the Bali market.

Key Responsibilities

Operations Management

Oversee all daily tour operations, including helicopters, land tours, transfers, and activities.

Ensure smooth coordination between pilots, drivers, guides, and suppliers.

Manage scheduling, permits, safety procedures, and guest logistics.

Monitor service delivery and resolve any on-the-ground issues quickly.

Maintain operational SOPs to ensure consistency and quality.

Product Development

Design and package innovative tour products (helicopter + land/sea experiences).

Work with partners (hotels, attractions, adventure operators) to curate exclusive itineraries.

Continuously analyze market trends and traveler demand to update offerings.

Collect and use guest feedback to refine products and create new signature experiences.

Supplier & Partner Coordination

Negotiate and manage contracts with suppliers (transport, activities, restaurants, guides).

Build strong relationships with tourism partners to expand offerings.

Ensure supplier compliance with safety, service, and brand standards.

Financial & Reporting

Track operational costs, margins, and profitability of tours.

Prepare reports on sales performance, guest numbers, and product success.

Optimize resource allocation to improve efficiency.

Guest Experience

Ensure seamless communication between sales/concierge and operations team.

Handle VIP requests, last-minute changes, and special arrangements.

Maintain premium service standards from booking to post-tour follow-up.

Qualifications & Skills

Minimum 35 years of experience in tourism, hospitality, or event operations.

Strong understanding of Balis tourism ecosystem and supplier network.

Excellent organizational and multitasking skills.

Problem-solving mindset and ability to work under pressure.

Fluent in English (Bahasa Indonesia a plus).

Knowledge of aviation/heli tours is an advantage, but not mandatory.

What We Offer

Competitive salary with performance incentives.

Opportunity to shape a premium Bali DMC from the ground up.

Dynamic work environment with international exposure.

Growth potential as the company expands into new markets and products.