Director of Specialty Travel Operations

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

📋 Description

• Provide daily leadership, coaching, and training to Operations Managers.

• Establish clear goals and objectives for direct reports while ensuring expectations are well-defined.

• Foster a positive and high-performing team environment among managers.

• Review departmental reports and formulate corrective action plans.

• Conduct individual and team meetings on a weekly basis.

• Mentor and develop employees to encourage teamwork and accountability.

• Offer constructive feedback and pinpoint opportunities for team improvement.

• Conduct performance evaluations and maintain disciplinary documentation in line with HR policies.

• Execute direct-report job functions as required.

• Utilize GDS, online booking tools, ADTRAV products, and internal applications to assist agents and clients.

• Provide guidance on cost management, quality assurance, processes, scheduling, and people-related matters.

• Cultivate relationships with employees, partners, vendors, and clients.

• Collaborate with senior and executive leadership to develop and implement efficiency improvement roadmaps for processes and workflows.

• Evaluate direct-report work and key decisions to ensure objectives, timelines, and programs are met.

• Identify both high and low-performing employees and establish development and training opportunities.

• Act as an escalation point for client issues, participate in client meetings, and ensure execution of action plans.

• Monitor KPIs and SLAs, including call and email volumes, transaction rates, satisfaction levels, overdue tasks, and agent errors.

• Work with the Training Manager and leadership to assess call volume and training needs.

• Engage in recruitment by interviewing and selecting new team members.

• Comply with company policies and procedures.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Minimum of 5 years managing a travel agent team.

• A minimum of 5 years of experience as a travel consultant/travel agent, preferably in a call center setting.

• Strong understanding of the travel industry, as well as corporate and government travel regulations, and Sabre GDS.

• Practical knowledge and proficiency in Fly America Open Skies and federal travel regulations.

• Highly skilled in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and PowerPoint.

• Strong technical aptitude with the ability to learn and operate multiple software applications concurrently.

• Exceptional English verbal and written communication skills, with strong business writing capabilities.

• Capability to work remotely while fulfilling company home office and productivity standards.

• Available to work Monday through Friday between 7 am and 7 pm CT, plus after hours, weekends, and holidays as necessary.

• Willingness to travel up to 20% as needed.

• Ability to maintain confidentiality regarding company and client information.

• Must successfully complete credit, criminal, and/or employment reference background checks.

• Must be a U.S. citizen due to government contract requirements.

• Must successfully pass the required government clearance process.

• Ability to sit and work at a computer for extended durations.

• Bachelor’s degree is preferred.

• Experience with VIP, Group Air, and/or After Hours teams is preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Flexible Spending Accounts.

• 401(k).

• PTO.

• Remote work arrangement.

• Travel opportunities for company and client meetings.