Director, Automation Development – Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, lead, and enhance the technological strategy that supports automated travel fulfillment processes.

• Act as the business owner and subject matter expert for mid-office quality control, auto-ticketing, itinerary distribution, and fulfillment automation.

• Create and implement the strategic roadmap for technologies surrounding travel fulfillment automation.

• Direct the planning, estimation, prioritization, and execution of automation projects.

• Recognize opportunities to boost automation rates, minimize manual tasks, and elevate service quality.

• Analyze emerging technologies and industry developments.

• Serve as the product owner and business lead for essential automation and fulfillment platforms.

• Supervise the design, configuration, and enhancement of automated quality control processes.

• Manage quality control rules and workflows within mid-office systems.

• Ensure that reservations adhere to client policies, supplier requirements, traveler profiles, accounting standards, and regulatory controls prior to ticketing.

• Track quality control exceptions and enhance automation success rates.

• Oversee and optimize auto-ticketing technologies for airline, hotel, rail, and ancillary fulfillment.

• Manage integrations between booking systems, GDS platforms, and fulfillment applications.

• Monitor system performance, ticketing success rates, exception queues, and fulfillment KPIs.

• Identify the root causes of automation failures and implement corrective measures.

• Own the systems for itinerary delivery and traveler communication workflows.

• Ensure precise, timely, and branded itinerary delivery across all supported channels.

• Propel enhancements in traveler communications, trip documentation, and service notifications.

• Oversee integrations and workflow optimization across Concur Travel, Atriis, Deem, Kayak for Business, Sabre, Amadeus, Compleat, and iQCX.

• Assist with implementation, configuration, testing, and release management tasks.

• Advocate for best practices in systems integration, testing, quality assurance, and change management.

• Monitor production health and performance metrics of the platform.

• Support incident management, issue resolution, root cause analysis, and continuous improvement efforts.

• Create dashboards and reports for automation adoption, ticketing performance, quality control accuracy, fulfillment speed, and customer experience metrics.

• Establish governance frameworks and quality benchmarks.

• Align automation initiatives with business objectives across Operations, Technology, Client Services, and Account Management.

• Provide guidance to senior leadership on travel technology strategies and automation prospects.

• Present recommendations, project updates, and performance metrics to executive stakeholders.

• Lead cross-functional projects to enhance traveler experience, operational efficiency, and service quality.

⛳️ Requirements

• Over 10 years of experience in travel technology, travel operations automation, fulfillment technologies, or mid-office systems.

• Strong comprehension of corporate travel fulfillment workflows, including reservations, quality control, ticketing, exchanges, and itinerary delivery.

• Experience with travel management company (TMC) technology ecosystems.

• Proven experience in leading technology projects and process improvement initiatives.

• Excellent analytical, organizational, communication, and stakeholder management abilities.

• Capability to work independently in a remote setting while effectively collaborating with distributed teams.

• Experience in administering or supporting Compleat, iQCX, or similar mid-office quality control platforms.

• Familiarity with Concur Travel, Atriis, Deem, Kayak for Business, Sabre, Travelport, and Amadeus.

• Knowledge of automation technologies, workflows, API integrations, and reporting tools.

• Understanding of traveler communications, fulfillment automation, and touchless servicing strategies.

🏝️ Benefits

• Choice of two medical plans.

• Two dental plans.

• Vision insurance.

• Flexible spending accounts (FSAs).

• Company-paid life insurance and AD&D.

• Optional additional life insurance and AD&D.

• Disability insurance.

• Paid parental leave.

• Paid time off.

• 401k Plan with company match.

• Discounted employee travel options.

• Access to LinkedIn Learning webinars and courses.

• Discounted pet insurance.

• Discounted auto, home, & renters insurance.

• Potential eligibility for incentives, commissions, bonuses, or discretionary bonuses based on company financial goal achievement and individual performance.