Manager – Product Support

Posted by Intrepid Travel

As the largest travel B Corp globally Intrepid creates positive change through the joy of travel by offering sustainable, experience-rich travel and providing the best travel experiences ever, for both the people and the planet

Travel to us is a force for good and we want to be the best travel company not just in the world, but for the world. So, let’s change the way we all see the world, together as now more than ever, the world needs Intrepid people.


Join a certified ‘Best Place to Work’

As the world starts to travel more and more, we need incredible people to join our recently certified ‘Best Place to Work’ with our vibrant and distinctive workplace culture, endless opportunity, and professional development – now is the time to join our growing team!


As a Manager for Product with Intrepid, you will be responsible for all aspects of team leadership, and you will drive performance by providing clear expectations through regular conversations to support your team. You will also ensure the operations of the team run smoothly by ensuring processes and minimum standards are adhered to as well as focusing on business process improvement to drive productivity.


In this role, your purpose will be to lead a high-performing Product Support team who provides administrative and loading support to the Global Product Team at Intrepid. Working collaboratively, you'll be working with Global Product, Commercial, Sales teams, and operators to ensure that Product processes are effective, clearly documented, and implemented, taking leadership in proposing and executing solutions to continue to drive accuracy and efficiency.


Every day will be different, but some of the tasks you’ll take the lead on are:

  • Manage, lead and develop your team, being the main point of contact for the Colombo Product Support Team within the wider business
  • Accountable for strategic project planning and implementation, driving innovative solutions across the wider business to continue improvements around accuracy and efficiency.
  • General leadership responsibilities such as, recruitment and training of your team, resource management including rosters, annual and monthly budgeting
  • Manage operational tasks within the department, implementing policies, overseeing the use of systems, and ensuring training and procedures are all followed
  • Drive quality service standards, such as implementing the annual product support team strategy, set goals and deliver reporting on progress


A passion for leadership is a must! With it, you’ll bring experience in:

  • Experience in managing a team and proven ability to achieve KPI’s
  • Strong leadership skills, and previous team management experience including training, coaching and development
  • Exposure to the travel industry is highly desirable
  • Strong systems knowledge & the ability to pick up new systems quickly
  • Experience in supporting systems development and subsequent training.
  • Experience in reporting to senior management and representing departmental interests in cross functional work groups.
  • Experience in leading business process improvement projects and associated change management initiatives.


You’ll have demonstrated critical thinking, and planning skills and be a strong communicator, but most importantly you’ll be able to coach, develop people, and build excellent working relationships with ease, being a natural dynamic leader! In addition to that, you’ll approach work by sharing in Intrepid’s core values of integrity, innovation, fun, passion, growth, and responsibility.


What it’s like to work for Intrepid:

With over 70 nationalities working with us and a commitment to breaking down barriers, Intrepid supports a culture where people can be themselves. Our team reflects the diversity of our customers and communities we visit, and we encourage applications from people of all backgrounds, including LGBTQI+ people, people living with a disability, people from previously disadvantaged backgrounds, and people from different ethnicities, races, and religions.


Our employees globally are entitled to:

  • Flexible work options, whether you want to work from home or the office, we have a range of options to suit!
  • Experience Intrepid with a free trip every year, discounts & 5 days of additional leave to help you do this
  • Professional development, E-learning, and career progression - We love to see our people succeed
  • Employee Assistance Program: A 24/7 service that offers counselling for you and your family
  • 20 hours of volunteer leave to make a difference towards causes that are important to you


This is a full-time permanent position based in Colombo, we believe vaccines play a critical role in the safe return of travel. To ensure our workplaces are safe, we require proof of Covid-19 vaccination when you work from an Intrepid office, attend company events or travel on trips.

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