Position SummaryThe Operations & Projects Specialist is a dual-function leadership role responsible for keeping day-to-day business operations running smoothly while overseeing the planning, execution, and delivery of strategic projects across the South Central region. This person is the bridge between operational excellence and project-driven growth, working across departments, vendors, and the management team to drive efficiency, accountability, and results.
This is a fit for a highly organized, analytically minded professional with real experience in both operational management and structured project delivery. The right candidate is equally comfortable leading a process-improvement initiative, managing a cross-functional project team, and presenting performance dashboards to executive leadership.
Essential Duties and ResponsibilitiesOperational Support (Portage & Whittier):- Assist with operational planning, staff recruiting, training, readiness, and coordination at Portage Glacier Cruises and Chugach Glacier Gateway Cruise Terminal
- Oversee all guest-facing operations at the Portage and Whittier sites, including ticket sales, check-in, shuttle logistics, vendor coordination, and guest flow to and from South Central
- Assist with reservation system setup and coordinate with marketing to promote sales
- Complete daily revenue reconciliation in Monday board and FareHarbor, including affiliates, HAP prebooking, partner communication, ship settlements, HAP Landex, AWCC numbers, van trips, and management of purchase order requests and supplies
- Manage food and beverage operations on the vessel, including POS management, inventory, ordering, supply deliveries, product and pricing updates, balancing, and end-of-month reports
Communication, Reporting & Coordination:- Prepare weekly operational and project updates, including staffing, schedules, and progress reports
- Maintain proactive communication with shipboard teams, vendors, transportation partners, and internal departments
- Assist with settlement reports, revenue tracking, and reconciliation during project-related operational periods
- Support cross-terminal coordination between Portage Glacier Cruises and Chugach Glacier Gateway Cruise Terminal
Special Projects & Event Coordination:- Coordinate the planning and execution of special events such as inaugural sailings, VIP visits, media days, cultural activations, and community engagements in South Central
- Coordinate logistics for large-scale operational projects, including new tour launches, terminal improvements, vessel upgrades, and seasonal opening and closing operations
- Manage cross-departmental coordination for staffing, transportation, guest flow, and safety oversight
- Support the development of project budgets, schedules, and post-event evaluations to drive continuous improvement in South Central
- Serve as the primary liaison for event partners, vendors, and community stakeholders in South Central
Project Management & Strategic Support:- Develop and maintain project plans, timelines, and tracking tools for tourism and cruise-related initiatives
- Oversee daily business operations across departments to ensure efficiency, compliance, and alignment with organizational goals
- Develop, implement, and continuously improve operational policies, procedures, and standard operating procedures (SOPs)
- Ensure regulatory compliance and internal policy adherence across all operational functions
- Manage vendor relationships, contracts, and service level agreements (SLAs), negotiating terms to maximize value and minimize risk
- Coordinate with Finance to manage departmental budgets, forecasts, and cost-control measures
- Identify risks, delays, and resource needs, and communicate proactively with leadership
- Lead, mentor, and develop a team of operations staff, conducting performance reviews and supporting professional growth
- Participate in multiple simultaneous workstreams as a flexible resource to drive momentum
Strategic & Cross-Functional Collaboration:- Partner with department heads across HR, Finance, IT, Sales, and Marketing to align operational and project activities with business strategy
- Support the development and execution of the annual operational plan and long-range strategic roadmap
- Drive change management initiatives, ensuring stakeholder buy-in and smooth adoption of new processes and systems
- Represent Operations in executive meetings, steering committees, and cross-departmental forums
- Prepare and present executive-level briefings, dashboards, and performance summaries
Year-Round Responsibilities:- Support business development initiatives and conduct feasibility assessments for new tours and experiences within the tourism group, providing operational insight to shape tour concepts and drive regional growth
- Assist with offseason planning, budgeting, vendor contracting, and training development in the tourism group
- Participate in long-term planning for sustainable growth and operational excellence within the tourism group
- Coordinate with marine operations on vessel readiness, maintenance, and Coast Guard compliance, maintaining documentation for safety drills, inspections, and regulations, and ensuring vessels, facilities, and equipment meet Coast Guard, Forest Service, AKDEC, and HTC standards
Seasonal Scope- Active Season (March to September): Hands-on support for operations, special projects, events, and cross-terminal coordination
- Offseason (October to February): Focus on project planning, documentation, recruitment support, vendor contracting, and strategic development
Required Qualifications- Demonstrated experience in both operational management and structured project delivery, preferably in tourism, hospitality, marine operations, or a related field
- Strong organizational and analytical skills, with the ability to manage multiple priorities and workstreams at once
- Experience leading process-improvement initiatives and cross-functional project teams
- Proficiency with reservation, point-of-sale, and project-tracking tools such as FareHarbor and Monday
- Proficient computer skills, including Microsoft Office Suite, and an aptitude for learning other programs
- Strong communication and relationship-building skills across departments, vendors, and partners
- Ability to prepare and present performance dashboards and executive-level briefings
Preferred Qualifications- Familiarity with Coast Guard, Forest Service, and AKDEC compliance requirements
Physical Requirements and Work Environment- Work is performed across outdoor, marine, terminal, and office environments at the Portage and Whittier sites, in variable weather conditions
- Able to stand, walk, bend, and lift up to 50 pounds as part of routine operational activity
- Able to board vessels, docks, and uneven surfaces safely
- Able to work flexible hours, including early mornings, evenings, weekends, and holidays during the active season
- Able to travel between Portage, Whittier, and other South Central locations as needed
