Operations Lead

Schedule: 5 days a week, on-site

Join the heart of our on-the-ground team in Rome! As a Tours Operations Specialist, you’ll be part of the engine that keeps our ItaliaTours running smoothly, ensuring exceptional experiences for our travelers. From supporting guides and confirming logistics to greeting clients and managing bookings, you’ll be at the center of the action.

About us:

ItaliaTours is the on-the-ground experience team behind ItaliaPass, delivering unforgettable travel moments across Italy. As part of the ItaliaPass family, we specialize in guided tours, curated activities, and personalized service that help travelers experience the real Italy - effortlessly and joyfully. Our team works behind the scenes and face-to-face to make every traveler’s journey smooth, memorable, and truly unforgettable.

What you'll do:

1. Provide top-notch customer support via Zendesk and Gmail
2. Assist travelers with meeting points and real-time itinerary questions
3. Support tour guides with logistical needs and day-of coordination
4. Manage tour cancellations, modifications, and rebookings
5. Coordinate and confirm car transfers
6. Act as an in-country expert and ItaliaPass resource for our customers and Traveler Experience team
7. Book and verify services with 3rd party suppliers (phone/email outreach required)
8. Handle admin tasks including schedule changes, customer rescheduling, and tour notifications
9. Communicate changes in meeting points, times, closures, or itinerary updates
10. Host guests at our Rome lounges (Termini, Veniero, Borgia Gallery) - greet clients, answer questions, ensure smooth experiences
11. Manage private tour requests and coordinate Rome & Rail tour packages
12. Remain flexible and responsive to operational needs - though schedules are generally fixed, a nimble mindset is key

Who you are:

1. You thrive in fast-paced, dynamic environments where no two days are the same
2. You’re reliable, organized, and calm under pressure
3. You enjoy helping others and take pride in delivering top-tier service
4. You’re tech-savvy and comfortable navigating booking systems, email, and support platforms
5. You have excellent communication skills in English and Italiano
6. You’re a problem-solver who can think on your feet and adapt quickly
7. You’re comfortable both behind a laptop and face-to-face with travelers
8. Flexibility and a can-do attitude, you’re ready to jump in wherever needed to make things run smoothly

We look forward to meeting you!