Global Tour Operations Manager

At Mad Monkey, we’re not just building hostels - we’re building a global community of travelers, dreamers, and changemakers.

Our mission is to create life-changing experiences through adventure, connection, and positive impact.

With hostels across Southeast Asia, Australia, and beyond, we’re one of the fastest-growing hostel brands in the world and we’re just getting started.

We believe in meaningful travel, social experiences, and doing good wherever we go.

Sound like your vibe? Keep reading.

We currently have a new opportunity available for a Global Tour Operations Manager to join our Operations team.

The Global Tour Operations Manager leads the design, systemisation, and delivery excellence of Mad Monkey’s signature and multi-day tour products across all regions. This role builds the operational backbone of tour delivery;  ensuring that every Mad Monkey adventure reflects the brand’s commitment to safety, connection, and local authenticity.

Key Responsibilities

1. Systems, Standards & Product Development

Create global playbooks, operational SOPs, and delivery guidelines for all Mad Monkey tour experiences.

Build and continuously refine core itineraries and run sheets for both signature day tours and multi-day products.

Develop standardized costing, inclusion templates, and partner engagement models.

Lead the design and rollout of at least one multi-day “Hero Tour” per country, expanding to one per destination.

2. Team Structure, Training & Development

Define role structures, competency frameworks, and progression pathways for property and regional tour guides.

Build and deliver training programs focused on service delivery, adventure storytelling, guest engagement, logistics, and safety.

Coach guides and on-site teams through feedback loops, performance metrics, and guest insights (NPS).

3. Logistics, Safety & Compliance

Own end-to-end operational logistics, supplier relationships, and quality assurance processes.

Ensure compliance with safety, insurance, and operational risk standards for all tour types.

Monitor NPS and incident data to drive continuous experience improvement and safeguard guest wellbeing.

4. Cross-Functional Collaboration

Partner with the Global Experience Manager to integrate in-house tour sales processes and training into properties.

Work with the Tour Distribution Manager on OTA listings, descriptions, pricing, and photography for all tour products.

Collaborate with the B2B Tour Sales Manager to align product readiness, pricing, and capacity for DMC,  travel agents and group inquiries.

Key Metrics

Global Tour NPS and product ratings (OTA’s) 

Launch and performance of Hero Tours in each operating country (ongoing project)

Training completion rates and guide satisfaction (eNPS)

OTA conversion and revenue growth on key tour products

Safety compliance and incident-free operating scores

Tour participation rates (% per GNA) 

Tour product GP % 

T&T P&L vertical ownership

Ideal Profile

Proven track record in adventure, group, or youth travel tour operations (5+ years).

Strong background in product design, logistics management, and guide development.

Skilled in creating scalable SOPs, cost models, and operational systems.

Exceptional communication and cross-cultural leadership ability.

Passion for travel, storytelling, and delivering life-changing experiences through local connection.