French Broad and Nolichucky Rivers, Manager of Operations

For 40+ years NOC has led the outdoor industry, taking more guests whitewater rafting and teaching more paddlers than any other outdoor recreation company. NOC also provides top-quality aerial and trail-based adventures, wilderness medicine as well as providing unmatched retail service, foodservice, lodging, and trip planning services. Behind NOC's rapid growth are our staff’s commitment to our five core values: Lead by Example, Service Before Self, Do the Right Thing, Work Hard/Play Hard and Make it Happen. These core values unite a community of leaders and pioneers in an exciting, fun and always changing work environment.

NOC career opportunities offer prospects rare opportunities to work in beautiful locations, to grow their skills and to share a passion for active outdoor recreation. Ideal candidates are leaders in the work place that wish to join a unique, values-driven organization. They aspire to excellence in their fields and disciplines and they demonstrate a commitment to the service of others. Above all, they want to provide visitors with unforgettable experiences in the great outdoors. If this sounds like you, we hope you'll apply to join the NOC team.

We hope you will apply to join NOC’s river operation at the French Broad and Nolichucky. This position is unlike many others in the outdoor industry, allowing both to lead a business unit within the NOC and help connect guests with one of America’s finest whitewater resources.

Job Summary:

The River Manager is responsible for being a leader both on and off the water and an ambassador of the NOC to employees, our partners, competitors and the general public. The River Manager is expected to provide positive guest interactions/experiences and to take all precautions and handle trainings to keep our guest and guides prepared for all situations on the river. Be a key communicator and handle administrative/logistic duties for the river operation including: planning, accounting, logistics, budgeting, staff management, hiring, culture, training and many other functions described in detail below. 

The River Manager position is classified as “9/12” in which the Manager works full-time for nine months of the year yet receives a paycheck across all twelve months of the year.  While the position is full-time during the nine working months, the work schedule fluctuates with many weeks exceeding 40 hours and some weeks falling short of 40 hours.

Administrative and Logistics

• Work with the General Manager (GM) of Outpost Operations to set the long term planning and vision for the river operation, including training an Assistant Manager and Head Guides as well as overseeing Guide training and development.
• Budgeting – request, review and oversee approved budgets and closely track revenue as well as being fully accountable for all expenses/labor as requested by the GM. The River Manager will be intimately familiar with all permits and ensure compliance with all aspects of NOC’s river permit and regulations by various governing agencies. He/she must be familiar with safety requirements/plans, reporting and regulations of the National Service, CMV, OSHA and other governing agencies and regulatory bodies.
• Oversee all aspects of the daily guide/trip schedule. In cooperation with the General Manager of Outposts and Sales VP, the River Manager must adjust trip times and trip maximums as well as open or close trips in accordance with resource availability and booking needs, to ensure adequate resources for bookings daily, weekly and throughout the season.
• Work with the Recruiter and within the French Broad Operations Team to build a supplemental Guide pool to support the operation’s needs during peak operations.
• Track and communicate any changes in the river release schedule or flow rate to the GM of Outpost Operations, Guest Relations Manager and Sales VP.
• Support Sales and Marketing efforts by serving as liaison to key groups and any potential community partners.
• Develop and maintain key relationships with all governing and permitting agencies as well as local connections that are key to running an efficient operation.
• Help to determine price setting with Sales for larger discount groups when requested.
• Responsible for ordering, purchasing and maintenance of facilities, equipment and supplies necessary for operations.
• Compile data for weekly reports to track guest, photo and retail metrics along with preparedness to discuss trends in weekly meetings.

Guest Interactions:

• Hold the highest level of standards to ensure NOC Guests can continue to expect the highest levels of quality service and professionalism from start to finish.
• Ensure a positive team dynamic amongst operations staff.
• Manage and maintain a healthy community for Guides while at work.
• Ensure all precautions and protocols are taken into consideration when evaluating any operational or on-water issues to satisfy the NOC standard of safe, fun and efficient trips for both Guests and Guides.  
• Ability to treat Guest with patience and understanding, but firmness when handling NOC and NPS policies.

Communication:

• Lead the French Broad and Nolichucky River operations in accordance with NOC’s Mission Statement and Core Values.
• Communication initial expectations to Guides and hold each accountable to them.
• Clearly communicate with Guides, other NOC Departments and individuals both internally and externally to provide smooth daily operations and a healthy culture amongst staff.
• Communicate to identify the resource needs for the river, understanding that other profit centers may take precedence for the greater good of the company.
• Communicate and work closely with other River Managers to insure that availability and resources are adjusted appropriately to drive maximum efficiency/profit for the NOC.
• Communicate directly through your supervisor the needs of the department, issues facing it along with solutions to solve those issues.

Supervision:

• The River Manager will supervise a variety of positions to include, but not limited to: Assistant Manager, Head Guides, Trip Leaders, Guides, Guide Trainers, Drivers, Retail Personnel, Maintenance Contractors, and Cook.
• Reporting any illegal activity to Human Resources including, but not limited to drugs, underage drinking, violence, abuse or vandalism.

Facilities Management

• Maintain a safe, clean, fun, and healthy operating and guest-service environment.
• Maintain a safe, clean, and healthy living environment for NOC staff.
• Delegate and oversee upkeep efforts, including but not limited to regularly scheduled and documented cleanings, inspections, housing check-ins/check-outs and Winterization prior to off-season.
• Conduct routine repairs and/or coordinate with contractors as needed.

Preferred Qualifications

• A strong set of social skills and an assertive personality that can effectively be used to deal with, juggle and mediate where needed with Guides, Guests, other departments and companies as well as all others who impact the operation.
• A high level of whitewater experience and expertise is required. Additional river rescue training certifications are a plus.
• Previous experience as an NOC Guide and trip leader is preferred.
• Being a previous Class III/ IV river guide is mandatory
• Licenses and certification required by statute or regulation: The River Manager should posses or be prepared and able to obtain quickly and efficiently;

1. CDL with passenger endorsement
2. AWFA and CPR certification or a higher level of first aid/CPR training

• General understanding and basic background in retail management
• Strong orientation/ability to provide guest service.
• Ability to be flexible and have efficient time management with the abililty to prioritize workload.
• Ability to demonstrated poise, tact, diplomacy, professionalism and accountability.
• Self-disciplined, detail oriented and highly organized.
• Ability to function as a team player, take direction as well as function independently.
• Passion for the outdoor industry and leading an outdoor lifestyle.

Education:

• High School Graduate
• A four-year college degree is preferred

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to provide a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so too may the essential functions of this position.

The Nantahala Outdoor Center (NOC) is dedicated to the principles of equal employment opportunity in any and all terms, conditions or privileges of employment including hiring, promotions, termination, training and compensation. The NOC does not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic condition or any other status protected by federal, state or local law, where applicable. Furthermore, the NOC is committed to a work environment free of discrimination and harassment through respecting and valuing the diversity among employees and all those with whom the NOC does business.