National Operations Manager

Job Description

National Operations Manager - Rides

• Location: National role; Niseko-based with regular travel to Hakuba and Furano
• Dates: Year-round
• Salary: Depends on experience
• Reports to: Senior Director of Experiences
• Direct Reports: Niseko Senior Operations Manager; Furano Location Manager; Hakuba Operations Manager; National Training Manager
• Scope: National Operations
• Position Type: Fixed Term, Salaried Position

• About the role
• The National Operations Manager leads the execution of Rhythm Rides operations across Niseko, Hakuba and Furano, ensuring winter and summer operations are safe, consistent, efficient and aligned with Rhythm's guest-experience standards.

The role leads the Location Managers and National Training Manager and is accountable for turning approved business plans into effective operational delivery.

The National Operations Manager works closely with the Senior Manager of Experiences, who leads how Rides plans, supports, measures and develops the business; the National Operations Manager leads how Rides executes and delivers it.

Location Managers retain responsibility for daily operations and local teams. Qualified technical leaders retain authority for specialist technical and daily safety decisions within their approved scope.

• National Operations Manager - Rhythm Rides is accountable for:
• •Safe, consistent and effective operational delivery across all Rides locations
• •Leadership and accountability of Niseko, Hakuba and Furano operations
• •National operational standards, readiness and continuous improvement
• •Effective safety systems, risk management and operational compliance
• •Training coordination, workforce capability and management development
• •Operational productivity, labour efficiency and cost control
• •Successful implementation of approved products, projects and business changes

• Key Responsibilities and Duties:
• National Operations Leadership
• •Set the national operating model, standards and priorities for Rhythm Rides.
• •Translate approved business plans into practical operating plans for winter and summer.
• •Ensure agreed systems, procedures and operating standards are implemented consistently across locations.
• •Monitor national operational performance, risks and improvement priorities.
• •Provide clear operational reporting and recommendations to the Senior Director of Experiences.
• •Balance national consistency with the practical requirements of each location.
• Location Leadership & Accountability
• •Lead, coach and develop the Niseko Senior Operations Manager, Hakuba Operations Manager and Furano Location Manager.
• •Set clear expectations, measures and accountability for each location.
• •Hold Location Managers accountable for location outcomes while giving them appropriate authority to lead daily operations.
• •Review location readiness, staffing, guest experience, performance and operational risks.
• •Support Location Managers with significant decisions, escalations and cross-location challenges.
• •Ensure lessons and improvements are shared across locations where relevant.
• Operational Delivery & Guest Experience
• •Ensure Rides products are delivered safely, consistently and to approved standards.
• •Set national expectations for daily operations, communication, escalation and service recovery.
• •Monitor feedback relating to product delivery, incidents, cancellations and in-resort guest experience.
• •Lead improvement plans where delivery quality or operational guest experience falls below standard.
• •Ensure locations have clear operating procedures and appropriate decision-making authority.
• •Work with the Senior Manager of Experiences to ensure business commitments can be delivered operationally.
• Safety, Risk & Operational Compliance
• •Own the national operational framework supporting safe delivery across Rides activities.
• •Ensure safety systems, operating procedures and escalation pathways are current and implemented.
• •Maintain the national operational framework for guide safety and ensure each guide location has clear local technical authority, safety processes and escalation pathways.
• •Monitor significant incidents, hazards, trends and corrective actions.
• •Work with Location Managers and qualified technical leaders to confirm local safety programs are effective.
• •Work with the Senior Manager of Experiences and Resort Relations Manager to translate resort approvals and operating conditions into practical operational requirements.
• •Ensure commercial, staffing or guest pressure does not override authorised technical safety decisions.
• •Escalate significant safety, legal, compliance or reputational risks without delay.
• Training & Workforce Capability
• •Lead the National Training Manager and set training priorities based on operational and people-development needs.
• •Ensure national training pathways, systems and development programs are effectively facilitated across locations.
• •Ensure Location and Department Managers actively identify capability gaps and support the development of their teams.
• •Ensure the established Guide Training Pathway is coordinated nationally, remains effective and supports business and people needs.
• •Ensure guide pathway delivery and progression are reviewed collaboratively with the Backcountry Programs Manager - Niseko, Furano Location Manager and Guide Safety Officer - Furano.
• •Ensure qualified technical leaders retain authority for specialist technical content, practical assessment and safety decisions.
• •Monitor workforce capability, management succession and critical skill gaps across locations.
• Operational Readiness & Execution
• •Set national readiness standards and review each location before seasonal launch.
• •Confirm each location has the staffing, facilities, vehicles, equipment, systems and emergency readiness required to deliver approved capacity.
• •Work with Senior Manager of Experiences to translate demand, workforce and capacity plans into operationally deliverable plans.
• •Coordinate cross-location resources and contingency planning during peak periods or disruption.
• •Ensure winter and summer transitions, openings and closures are planned and executed effectively.
• •Resolve national or cross-location operational constraints that cannot be managed effectively at location level.
• Operational Performance & Cost Control
• •Own operational productivity, labour efficiency and cost-control expectations.
• •Review location labour performance, operating expenditure and productivity with Finance and Location Managers.
• •Ensure Location Managers understand and actively manage the operational drivers within their control.
• •Identify process improvements that increase reliability, capacity, productivity or efficiency.
• •Partner with Senior Manager of Experiences on overall business performance, margin and product-performance decisions.
• •Provide operational insight where delivery performance affects revenue, utilisation or guest outcomes.
• Operational Implementation & Change
• •Assess operational requirements for approved new products, locations and major business changes.
• •Develop implementation plans with Location Managers, the National Training Manager and relevant technical leaders.
• •Ensure staffing, training, procedures, equipment, facilities and safety requirements are ready before launch.
• •Lead operational implementation and transition approved initiatives into day-to-day delivery.
• •Review operational performance after launch and provide feedback to The Head of Experiences and Senior Director of Experiences.
• People Leadership & Culture
• •Build a consistent, accountable and supportive leadership culture across locations.
• •Coach direct-report managers and address performance or capability gaps promptly.
• •Work with People & Culture and relevant managers on recruitment priorities, performance management and succession.
• •Promote collaboration, learning and shared ownership across the national Operations team.
• •Ensure managers have clear authority, support and escal