Corporate Travel Operations Manager – Dedicated Accounts

🕒 il y a 10 jours

🏈 Alabama, Arizona, +20 états de plus – Distant

🏈 Alabama – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🌲 Oregon – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $59 000 - $80 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

⚙️ Opérations

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Fox World Travel

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1960

✈️ Tourisme

🤝 B2B

Travel • B2B

Fox World Travel est une entreprise de voyage à service complet qui propose des services de voyage d'affaires et de loisirs. L'entreprise offre des programmes de gestion de voyages d'affaires (y compris le devoir de diligence, la gestion des risques, la gestion des dépenses, les outils de réservation en ligne, le reporting et l'intelligence d'affaires personnalisée), des réunions et des incitations (gestion complète des réunions, événements hybrides/virtuels, voyages d'incitation et sourcing de groupe), et des services de voyages de vacances (vacances de groupe, mariages de destination, croisières, voyages de luxe/VIP). L'entreprise met également l'accent sur les relations avec les fournisseurs, la communication avec les voyageurs, l'intégration et la gestion de comptes, et les initiatives de responsabilité sociale des entreprises telles que Fox IMPACT et un kit de prévention du trafic d'êtres humains.

Description

• Provide positive, supportive front-line leadership for assigned onsite and rent-a-plate client operations, ensuring exceptional service delivery, associate support, and day-to-day operational management. • This role drives service performance, SLA adherence, business continuity, process improvement, and client satisfaction while partnering with internal teams and client stakeholders to resolve issues and strengthen operational consistency. • Meeting and exceeding customer expectations by managing customer service to agreed upon levels related to telephone, quality, and productivity and by providing value added solutions and recommendations. • Ensuring that members of the team are provided with a platform to achieve their goals, whether developmental or role critical, by ensuring you provide ongoing honest feedback both positive and improvement related. • Driving continuous process improvements by identifying opportunities to increase productivity, improve efficiency, strengthen standards, and enhance service delivery across the team and department. • Ensuring that internal expertise is utilized in your team (‘knowledge management’) with a focus on peer to peer, rather than always top-down coaching, to best support team development. • Maintaining a high level of availability and responsiveness to staff needs. • Providing the primary leadership role for any support needed for phones, system connectivity, and other related issues/concerns. • Maintaining an optimum staffing schedule and monitoring shifts to always ensure proper staffing coverage. • Developing new and existing associates through ongoing training, support, constructive feedback, monthly one-on-one meetings, and annual performance reviews to help associates achieve professional and role-critical goals. • Participating in new hire interviews, making recommendations for qualified candidates, executing disciplinary action up to and including termination, while maintaining a work environment that promotes positive team reinforcement/reward and recognition. • Ensuring proper human resources and company processes and policies are followed. • Providing internal communication with staff regarding vendor and Fox related issues including participation in monthly manager meetings, and monthly branch staff meetings. • Updating knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks. • Positively supporting and using new technology that has been rolled out to associates and continuing to use these processes to provide support to team members. • Coordinating and participating in recurring customer reviews, presenting program updates, service trends, operational performance metrics, quality monitoring results, debit memo trend analysis, airline rewards audits, open issues, action plans, and process improvement recommendations to drive service excellence and operational efficiency. • Monitoring account health and proactively addressing escalations, client requests, and any other operational needs internally and externally. • Conducting research, troubleshooting, testing, and rule-request support related to client, account, agent, and operational needs. • Opening, monitoring, and managing support tickets across operational and technical teams to ensure timely follow-up and resolution within service expectations. • Maintaining process documentation, standard operating procedures, account specific references and operational readiness materials to support consistency across onsite and rent-a-plate accounts. • Reviewing service metrics, internal support requests, customer feedback, and issuing trends to maintain visibility to open items, response timeliness, root causes, and corrective actions. • Building and maintaining strong partnerships across Business Travel Operations, Support Services, Technology, Account Management, Leadership, and cross-functional teams to drive strategic operational results, enhance the customer experience, promote best practices, and cultivate a culture of engagement and continuous improvement. • Maintaining a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect. • Driving standards and best practices whenever possible and effectively fostering a culture of engagement. • Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.

🎯 Exigences

• Some post-secondary education in Business Administration, Management or related field (preferred) • At least 5 years progressive corporate travel experience, with proven ability to lead and coach successfully; prior managerial experience of at least 2 years • Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment • Proficiency in Travelport+ and Sabre GDS • Strong knowledge and demonstrated proficiency of all Microsoft Office applications • Proficient experience in all facets of business travel centers to include support functions and domestic and international reservations; thorough understanding of front, mid and back office functions • Ability to work effectively in a team environment • Ability to gather and analyze statistical data, generate reports, and to plan, coordinate and administer complex administrative systems and processes • Ability to work flexible hours • Experience with operational support tools and workflows such as Zendesk, Smartsheet, Five9 • Knowledge of airline contracts, fare filing, airline rewards, debit memo process and related service-impacting operational trends preferred • Ability to travel up to 30% of the time. • Ability to communicate with confidence and create a credible impression. • Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly. • Ability to develop strong trusting relationships to gain support and achieve results. • Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives and work ethic.

🏖️ Avantages

• competitive wages • flexible time off (vacation, sick, personal) • FAM Adventure Bucks to help you explore the world • remote/hybrid work • a full benefit package including medical, dental, vision, long-term disability, company-sponsored life insurance and short-term disability • tuition reimbursement • 401(k) contributions • a fully engaged leadership team dedicated to treating associates as part of the Fox Family!