Executive Director of Operations - DMC

Executive Director Operations - DMC (Guest Experience & Destination Operations)

We are working with a major developer and operator of a large-scale, high-profile destination to appoint a DMC Executive Director Operations to lead all guest-facing operations.

This is a rare opportunity to take full ownership of the end-to-end guest journey across a complex, multi-asset environment - spanning transport, hospitality, experiences, and service delivery.

The Role

You will act as the senior operational authority on the ground, responsible for delivering a seamless, high-quality guest experience from pre-arrival through to post-departure.

This is a highly visible leadership role requiring hands-on operational control, strategic oversight, and cross-functional coordination at scale.

Key Responsibilities

• Lead and implement the overall operations strategy across guest operations and experience
• Own the full guest journey - arrivals, transfers, accommodation coordination, activities, and service delivery
• Establish and drive KPIs, SOPs, and performance standards across all touchpoints
• Oversee guest experience functions including bookings, concierge-style services, and satisfaction monitoring
• Manage on-ground operations, ensuring rapid resolution of issues and complaints
• Coordinate with transport, hospitality, and service partners to ensure seamless delivery
• Drive continuous improvement through guest feedback and operational data
• Lead budget management and operational reporting to senior leadership

Leadership & Team

• Build, lead, and develop a high-performing operations team
• Drive a culture focused on service excellence and accountability
• Oversee workforce planning, staffing, and operational readiness

Key Requirements

• 12+ years' experience in hospitality, tourism, or large-scale guest operations
• Proven track record in a senior leadership / GM-level role
• Experience in luxury or premium environments preferred
• Strong capability in multi-stakeholder coordination and operational delivery
• Demonstrated ability to implement SOPs, frameworks, and performance systems
• High emotional intelligence with experience managing complex guest scenarios

Why This Role?

• Operate at destination scale - not just a single asset
• Shape the guest experience strategy from the ground up
• Work within a high-investment, high-visibility environment
• Deliver impact across hospitality, transport, and experience ecosystems

If you are currently operating at Director / GM level within luxury hospitality, integrated resorts, or destination-scale operations, this is a standout opportunity to step into a truly strategic, end-to-end role.