Executive Director – Operations

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

📋 Description

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

• Collaborate closely with leadership teams to identify operational and product requirements.

• Establish operating rhythms and facilitate process enhancements.

• Assess the overall health of business operations cadence.

• Cultivate a shared vision and uphold company values.

• Utilize data to set baselines for team initiatives.

• Promote positive workplace relationships and nurture self-directed employees.

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

• Actively listen to understand and address team challenges.

• Track and communicate team achievements and efforts to stakeholders.

• Foster customer-centric services, uphold accountability, and eliminate obstacles.

• Create a supportive and productive work atmosphere.

• Define and execute the objectives, requirements, and expected outcomes of company and departmental programs impacting Operations.

• Attract, retain, and develop leaders and managers who align with CTM values and culture.

• Offer leadership and guidance, prioritizing and delegating projects accordingly.

• Anticipate challenges, devise solutions, and communicate them to project stakeholders.

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

• Leverage internal customer feedback to create quantified business cases for upstream process enhancements.

• Adjust team priorities and decisions based on evolving business demands and information.

• Manage direct and/or indirect reports, including hiring, training, coaching, feedback, development, and performance management.

• Exemplify core values and provide continuous feedback and support for growth.

• Enhance employee engagement and enrich team and organizational culture.

⛳️ Requirements

• A minimum of 10 years of experience in TMC operations, including at least 3 years in a director position.

• Strong commercial insight and technical process expertise, particularly in fares and ticketing.

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

• Proven track record in developing and executing business process improvements and change management.

• Excellent interpersonal and communication skills with an ability to build relationships at all levels.

• Established leadership and teamwork capabilities.

• Demonstrated success in creating, implementing, and refining efficient business processes.

• Strong customer orientation, with essential experience in the travel industry.

• High flexibility and capability to handle change, growth, and pressure.

• Persuasive and influential communication skills.

• Results-driven mindset and ability to meet deadlines.

• Strong judgment and decision-making abilities.

• Adaptability and flexibility in response to changing circumstances.

• Leadership qualities and proficient oral communication skills.

• Proficient in relationship building.

• Commitment to CTM’s core values of Connect, Deliver, and Evolve.

• Professional and collaborative interactions with employees, clients, suppliers, and vendors.

• Ability to work independently as well as collaboratively within a team.

• Appropriate and professional written and verbal communication skills.

• Proven ability to meet deadlines and prioritize competing requests.

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

• Proficient in Microsoft Office Suite.

• Basic mathematical skills and the ability to read and interpret information accurately.

• Attention to detail.

• Consistent and reliable attendance.

🏝️ 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 (HSA) with company core contributions and matching.

• 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 programs for vacations and sick days.

• Employee Assistance Plan with access to Talk Space Therapy.

• Family Medical Leave.

• Paid Parental Leave (4 weeks).

• Maternity benefits utilizing company-paid Short-Term Disability, 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, including onsite, hybrid, or fully virtual arrangements based on role, location, and business needs.