Ops & Admin Support Manager

Job Summary

We’re looking for an Operations & Administration Support Manager to become a central pillar of Mapo Tapo’s daily operations.

This role ensures that every booked trip runs smoothly behind the scenes — from customer communication and logistics coordination to administrative accuracy and financial tracking.

You’ll work closely with the founders and cross-functional teams, owning operational workflows, managing administrative processes, and making sure bookings, payments, and partner coordination stay organized and reliable.

As we scale, automation and system design are key priorities. This role is not about handling tasks forever, but about understanding how our operations truly work and helping us continuously improve and streamline them.

Your mission: keep Mapo Tapo operationally solid while helping us build smarter, more scalable systems.

What You’ll Do

Operations & Customer Management

• Develop deep knowledge of insurance policies and operational protocols, especially around cancellations and contingencies.
• Handle cancellation and departure change requests in coordination with the team.
• Communicate directly with confirmed travelers, answering questions and resolving operational issues.
• Create and manage WhatsApp groups for each departure.
• Maintain and continuously improve operational databases in Notion.
• Monitor partner deadlines and ensure departures are confirmed, closed, or removed when needed.
• Add and update departure dates on the website.
• Provide operational support to the Account Management and Selection teams.
• Support accommodation and van sourcing, booking, and coordination.
• Collaborate with the team to manage urgent situations and operational emergencies.

Administration & Financial Operations

• Verify orders in our management software and manually enter them when required.
• Send travel contracts to customers.
• Record balance payments and issue invoices to travelers.
• Archive partner OPS invoices within trip folders and accounting systems.
• Process partner OPS invoices and operational costs in our management software.
• Enter cost orders and track OPS expenses accurately.
• Identify and request missing invoices from partners for completed trips.
• Check and validate ambassador payments.
• Manage cancellations, penalties, and related invoicing.
• Handle insurance documentation and open claims via the insurance provider portal.
• Reconcile bank statements and ensure financial records remain aligned.

Process Improvement & Automation

We are actively automating large parts of our operational workflows. Many systems are already in place, and many more are being built.

In this role, you’ll work inside our processes to truly understand how they function in practice. Over time, you’ll help identify inefficiencies, recurring bottlenecks, and opportunities to simplify or automate tasks.

We’re looking for someone who doesn’t just execute, but thinks in systems — someone who naturally asks how things can be done better, faster, and more reliably.

Who You Are

• An outdoor enthusiast: You genuinely love mountains and outdoor sports.
• Highly organized: You enjoy creating clarity and structure in complex environments.
• Detail-oriented: You understand that operational excellence lives in precision.
• Calm under pressure: You handle cancellations, urgent issues, and deadlines with composure.
• Process-minded: You instinctively look for ways to improve workflows and reduce unnecessary manual work.
• Trustworthy: You are comfortable handling financial and operational responsibilities.
• Collaborative: You enjoy supporting multiple teams and being a reliability anchor.
• Communicative: Fluent in English and Italian.
• Startup-ready: You take ownership, move fast, and adapt to evolving priorities.

Experience in operations, administration, travel, hospitality, or marketplace environments is a plus, but mindset and accountability matter more than titles.

Compensation

Base salary: €1,800 – €2,400 / month (depending on experience)

Why Join Us

At Mapo Tapo, we work hard — and then we go climbing, trekking, or skiing together.

You’ll join a small international team building a global outdoor marketplace, gaining hands-on exposure to how operations, finance, customer experience, and systems design come together in a scaling startup.