Director of Specialty Travel Operations
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Job Description
Director leading specialty travel operations teams at ADTRAV, a corporate and government travel management company. Managing performance, client escalations, KPIs, SLAs, staffing, and process improvements.
Responsibilities:
- 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
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