Corporate Travel Operations Manager – Dedicated Accounts

This is a fully remote position, open to applicants in Alabama, +21 more states.

📋 Description

• Deliver positive and supportive front-line leadership for assigned onsite and rent-a-plate client operations, ensuring outstanding service delivery, associate support, and daily operational management.

• This position drives service performance, SLA compliance, business continuity, process enhancement, and client satisfaction while collaborating with internal teams and client stakeholders to address issues and improve operational consistency.

• Meet and surpass customer expectations by managing customer service to agreed standards related to telephone, quality, and productivity, while providing value-added solutions and recommendations.

• Ensure team members are given a platform to achieve their goals, whether developmental or role-critical, by offering ongoing, honest feedback that includes both positive insights and areas for improvement.

• Propel continuous process improvements by identifying opportunities to boost productivity, enhance efficiency, fortify standards, and elevate service delivery across the team and department.

• Ensure that internal expertise is leveraged within your team ('knowledge management') with a focus on peer-to-peer support rather than solely top-down coaching to effectively aid team development.

• Maintain a high level of availability and responsiveness to staff needs.

• Assume primary leadership responsibility for any support required for phones, system connectivity, and related issues/concerns.

• Maintain an optimal staffing schedule and oversee shifts to ensure proper staffing coverage at all times.

• Foster the development of new and existing associates through ongoing training, support, constructive feedback, monthly one-on-one meetings, and annual performance reviews aimed at helping associates meet their professional and role-critical goals.

• Participate in new hire interviews, recommend qualified candidates, execute disciplinary actions up to and including termination, while fostering a work environment that encourages positive team reinforcement, rewards, and recognition.

• Ensure adherence to proper human resources and company processes and policies.

• Facilitate internal communication with staff regarding vendor and Fox-related issues, including participation in monthly manager and branch staff meetings.

• Enhance your knowledge by engaging in educational opportunities, reading professional publications, and maintaining personal networks.

• Positively endorse and utilize new technology introduced to associates, continuing to employ these processes to support team members.

• Coordinate and partake 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 enhance service excellence and operational efficiency.

• Monitor account health and proactively manage escalations, client requests, and any other operational needs both internally and externally.

• Conduct research, troubleshoot, test, and provide support related to client, account, agent, and operational needs.

• Open, monitor, and manage support tickets across operational and technical teams to ensure timely follow-up and resolution within service expectations.

• Maintain process documentation, standard operating procedures, account-specific references, and operational readiness materials to support consistency across onsite and rent-a-plate accounts.

• Review service metrics, internal support requests, customer feedback, and issuing trends to maintain visibility of open items, response timeliness, root causes, and corrective actions.

• Build and sustain strong partnerships across Business Travel Operations, Support Services, Technology, Account Management, Leadership, and cross-functional teams to drive strategic operational results, enhance customer experience, promote best practices, and cultivate a culture of engagement and continuous improvement.

• Preserve a favorable and collaborative working relationship with team members across all departments to create an environment of trust and mutual respect.

• Promote standards and best practices whenever possible, effectively cultivating a culture of engagement.

• Enhance the organization’s reputation by taking ownership of new and different requests and exploring opportunities to add value to job accomplishments.

• Be innovative and suggest new approaches, policies, and procedures to facilitate ongoing improvements in the efficiency of operations and services performed.

⛳️ Requirements

• Some post-secondary education in Business Administration, Management, or a related field (preferred).

• A minimum of 5 years of progressive corporate travel experience, demonstrating the ability to lead and coach effectively; prior managerial experience of at least 2 years.

• Capability to manage multiple competing priorities while remaining flexible in a dynamic work environment.

• Proficiency in Travelport+ and Sabre GDS.

• Strong knowledge and demonstrated proficiency in all Microsoft Office applications.

• Extensive experience in all aspects of business travel centers, including support functions and domestic and international reservations; a thorough understanding of front, mid, and back office functions.

• Ability to work effectively in a team-oriented environment.

• Skill in gathering and analyzing statistical data, generating reports, and planning, coordinating, and administering complex administrative systems and processes.

• Willingness to work flexible hours.

• Experience with operational support tools and workflows such as Zendesk, Smartsheet, and Five9.

• Knowledge of airline contracts, fare filing, airline rewards, debit memo processes, and related service-impacting operational trends preferred.

• Willingness to travel up to 30% of the time.

• Ability to communicate confidently and create a credible impression.

• Effective listening skills with the capacity to quickly determine root causes, confirm shared understanding, and address misunderstandings promptly.

• Capability to develop strong trusting relationships to garner support and achieve results.

• Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic.

🏝️ Benefits

• Competitive wages.

• Flexible time off (vacation, sick, personal).

• FAM Adventure Bucks to help you explore the world.

• Remote/hybrid work options.

• A comprehensive benefits 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!