Senior Director, Travel Services

🕒 il y a 17 jours

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

💵 $119 500 - $144 500 / an

⏰ Temps Plein

🟠 Senior

👔 Directeur

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Road Scholar

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201 - 500 employés

Fondée en 1975

✈️ Tourisme

🏨 Hôtellerie

📚 Éducation

Travel • Hospitality • Education

Road Scholar est une organisation à but non lucratif qui propose des voyages éducatifs et des aventures d'apprentissage tout au long de la vie pour les adultes (principalement âgés de 50 ans et plus). Elle combine des voyages guidés à thème autour du monde avec des conférences en ligne et des programmes communautaires. Fondée en 1975 sous le nom d'Elderhostel, elle offre des voyages éducatifs sur plusieurs jours, des ressources comme l'aide financière et le soutien pour les voyageurs solitaires, ainsi que des collections de voyages soigneusement choisies couvrant des centaines de destinations et de sujets d'intérêt particulier.

Description

• Define and drive the vision and long-term direction for Travel Services • Establish and communicate a clear service and operating model across inbound, outbound, and support teams • Ensure the function evolves to meet changing participant and organizational needs • Lead strategic and systemic improvement efforts across the function • Champion changes that enhance service quality and efficiency for employees and participants • Deliver measurable operational and experience improvements • Serve as the primary cross-department leader for Travel Services • Partner across teams to influence outcomes and drive alignment • Ensure clarity in roles, responsibilities, and handoffs across functions including Air Operations, Program teams, PX, and PS • Connect Travel Services work to broader organizational goals and initiatives • Establish operational goals, KPIs, and best practices • Define performance standards across service, quality, and efficiency • Ensure a performance management framework enables leaders to monitor results and adjust operations in real time • Lead and develop senior leaders, including the Senior Operations Manager, Senior Training Manager, and Director, Travel Services • Design an organizational structure supporting clarity, scalability, and effective spans of control • Coach leaders to balance strategic thinking with execution • Set direction for Training to build capability and reinforce service, quality, and efficiency standards • Set direction for Operations to ensure workforce planning, performance monitoring, and actionable insight • Align Training and Operations for consistent, data-driven execution • Deliver measurable improvements in participant experience, operational efficiency, and team effectiveness • Position Travel Services as a strategic contributor to Road Scholar’s broader success

🎯 Exigences

• 8+ years of leading complex service, operations, customer experience, contact center, hospitality, travel, healthcare, or other service-oriented organizations • 5+ years of experience leading organizational change, process improvement, and operational transformation initiatives • 5+ years of experience leading leaders, developing emerging leaders, and building high-performing teams • Experience balancing strategic planning with operational execution in a complex, service-oriented environment • Proven ability to quickly learn complex business functions and lead teams comprised of subject matter experts • Demonstrated ability to make sound decisions in areas where others possess deeper technical expertise • Experience building strong partnerships with operational subject matter experts to drive business outcomes • Strong service orientation and commitment to delivering high-quality customer experiences • Strategic thinking and ability to translate vision into action • Strong change leadership and organizational development skills • Excellent communication and relationship-building abilities • Ability to lead through ambiguity and complexity • Ability to balance participant needs, employee experience, and business objectives • Strong analytical and problem-solving skills • Ability to lead effectively without being the technical expert in every area of responsibility • Curiosity and learning agility; ability to quickly develop understanding of complex business processes and operating environments

🏖️ Avantages

• Medical, Dental and Vision Insurance (with a substantial employee subsidy) • 403(b) Retirement Plan with a company match of 5% after 1 year of employment • Up to 20 days of PTO annually • Paid week off at the end of December, in addition to PTO • Employee discounts on Road Scholar programs • Optional IATA membership • LinkedIn Learning access • Other professional development opportunities • Fully remote work environment

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