Director of Specialty Travel Operations

Job Description:

• Provide day-to-day leadership, coaching, and training to Managers of Operations
• Set goals and objectives for direct reports and ensure expectations are clear
• Ensure managers create positive, high-performing team environments
• Review department reporting and create corrective action plans
• Conduct weekly individual and team meetings
• Develop, mentor, and lead employees to foster teamwork and accountability
• Provide feedback and identify team improvement opportunities
• Conduct performance appraisals and disciplinary documentation in accordance with HR policies
• Perform direct-report job functions as needed
• Use GDS, online booking tools, ADTRAV products, and internal applications to support agents and clients
• Provide leadership on cost, quality, processes, scheduling, and people-related issues
• Build relationships with employees, partners, vendors, and clients
• Develop and implement process and workflow efficiency improvement roadmaps with senior and executive leadership
• Review direct-report work and key decisions to ensure objectives, timelines, and programs are achieved
• Identify high- and low-performing employees and create development and training opportunities
• Serve as an escalation point for client issues, attend client meetings, and ensure action plans are executed
• Monitor KPIs and SLAs, including call and email volume, transaction rates, satisfaction, overdue tasks, and agent errors
• Collaborate with the Training Manager and leadership to evaluate call volume and training needs
• Participate in recruiting by interviewing and selecting new team members
• Adhere to company policies and procedures
• Perform other duties as assigned

Requirements:

• High school diploma or equivalent required
• At least 5 years managing a travel agent team
• At least 5 years of travel consultant/travel agent experience, preferably in a call center environment
• Strong knowledge of the travel industry, corporate and government travel regulations, and Sabre GDS
• Working knowledge and proficiency in Fly America Open Skies and federal travel regulations
• Highly proficient in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and PowerPoint
• Strong technical aptitude and ability to learn and use multiple software applications simultaneously
• Excellent English verbal and written communication skills, including strong business writing abilities
• Ability to work remotely while meeting company home office and productivity requirements
• Ability to work Monday-Friday between 7am-7pm CT, plus after hours, weekends, and holidays as needed
• Ability to travel up to 20% as needed
• Ability to maintain confidentiality of company and client information
• Must successfully pass credit, criminal, and/or employment reference background checks
• Must be a U.S. citizen due to government contract requirements
• Must successfully pass required government clearance process
• Ability to sit and work at a computer for extended periods
• Bachelor’s degree preferred
• Experience with VIP, Group Air, and/or After Hours teams preferred

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Remote work arrangement
• Company and client meeting travel opportunities