Senior Director, Travel Services

🔥 15 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $119.5k - $144.5k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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Road Scholar

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1975

✈️ Travel

🏨 Hospitality

📚 Education

Travel • Hospitality • Education

Road Scholar is a not-for-profit organization that offers educational travel and lifelong-learning adventures for adults (primarily age 50+), combining guided, themed trips around the world with online lectures and community programs. Founded in 1975 as Elderhostel, it provides multi-day learning-focused travel, resources like financial aid and solo-traveler support, and curated collections of trips spanning hundreds of destinations and special-interest topics.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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