Executive Director, Operations

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

📋 Description

• Provide efficient external and internal services to all regions and Business Units throughout North America.

• Collaborate with leadership teams to grasp operational and product requirements.

• Implement operational rhythms and facilitate process enhancements.

• Monitor the overall health of business operations cadence.

• Inspire a collective vision and uphold company values.

• Utilize data to set baselines for team actions.

• Cultivate positive office relationships and guide employees toward becoming self-directed individuals.

• Encourage intentional collaboration and offer meaning and direction to team efforts.

• Actively listen to comprehend and resolve team challenges.

• Measure and communicate team efforts and achievements to stakeholders.

• Foster a customer-centric team experience by ensuring accountability and removing obstacles.

• Create a conducive and productive work environment to help the team achieve their goals.

• Define and convey the purpose, requirements, and desired outcomes of company or departmental programs impacting Operations.

• Attract, retain, and nurture leaders and managers who embody CTM values and culture.

• Provide leadership and direction, prioritizing and assigning projects.

• Anticipate and address project challenges while communicating solutions.

• Oversee standards for key initiatives and collaborate with counterparts to enhance essential concepts.

• Leverage internal customer feedback to construct quantified business cases for upstream process improvements.

• Adjust team priorities and actions in response to evolving business demands and unforeseen events.

• Manage performance, hiring, training, coaching, feedback, development, and engagement of direct and indirect reports as necessary.

⛳️ Requirements

• A minimum of 10 years of experience in TMC operations.

• At least 3 years in a director position.

• Strong commercial awareness and technical process knowledge, including fares and ticketing.

• Essential knowledge of front reservation and mid-office systems.

• Proven ability to develop and implement business process improvements and change management.

• Strong interpersonal and communication skills with the capacity to build relationships at all levels.

• Demonstrated leadership and teamwork capabilities.

• Proven success in developing, implementing, and refining efficient business processes.

• Strong customer focus with essential experience in the travel industry.

• High degree of flexibility and ability to manage change, growth, and pressure.

• Positive persuasion and influencing skills.

• Results-oriented and deadline-driven.

• Strong judgment and decision-making abilities.

• Flexibility and adaptability.

• Leadership and effective oral communication skills.

• Relationship-building capabilities.

• Proficiency in Microsoft Office Suite.

• Ability to perform basic mathematical calculations.

• Capacity to read and interpret information accurately.

• Attention to detail.

• Consistent and reliable attendance.

• Ability to work independently and collaboratively within a team.

• Professional and appropriate written and verbal communication skills.

• Ability to meet deadlines and prioritize multiple requests.

• Creative and analytical thinking with robust problem-solving and consultative abilities.

• Proven composure under pressure and a proactive approach to contributions.

• Willingness to undertake domestic and international travel when required.

🏝️ Benefits

• Company Paid Basic Life & AD&D Insurance.

• Company Paid Short-Term Disability.

• Voluntary Long-Term Disability Insurance.

• Comprehensive Wellness Program with incentives available to reduce medical insurance premiums.

• Supplemental Life, Accident, Cancer, Critical Illness, Identity Theft Protection, and Legal Coverage.

• Three medical plan options including a High Deductible Health Plan, HMO plan (available in select states), and a Co-Pay medical plan.

• Health Savings Account with company core contribution and match, if enrolled in the HDHP medical plan.

• Flexible Spending Accounts.

• Dependent Care Savings Account.

• Dental Insurance Plan.

• Vision Insurance Plan.

• 9 Company Paid Holidays including the day after Thanksgiving.

• Generous paid time off policies for vacation and sick days.

• Employee Assistance Plan providing access to Talk Space Therapy.

• Family Medical Leave.

• Paid Parental Leave (4 weeks).

• Maternity benefits utilizing company-paid STD plus Parental Leave (4 weeks).

• Bereavement Leave.

• 401(k) Retirement Plan with a generous match per pay period.

• Student Loan Payment Match.

• Flexible work environments.

• Walking and fitness challenges.

• Volunteer opportunities.