Director of Specialty Travel Operations

🔥 24 minutes ago

🇺🇸 United States – Remote

💵 $110k - $125k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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ADTRAV Travel Management

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1977

💼 Consulting

📦 Logistics

✈️ Travel

Consulting • Logistics • Travel

ADTRAV Travel Management is a company that provides travel management software and services to corporate and government organizations, aiming to make travel as easy and efficient as possible. They offer a comprehensive suite of applications tailored to the needs of modern travel programs, along with 24/7 access to seasoned travel agents, expert guidance, and support for various types of travel such as lodging, events, and global programs. ADTRAV's commitment to customer service is reflected in their high traveler satisfaction rates and dedicated consulting services.

📋 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