Group Travel Manager

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

📋 Description

• Oversee the daily operations of the Group Advisors team responsible for student/study travel.

• Train, mentor, and guide direct reports while cultivating a positive workplace atmosphere.

• Set performance objectives and provide coaching, guidance, and support.

• Deliver fair, constructive, and timely feedback on performance.

• Identify, analyze, implement, and evaluate new technologies and processes for continuous improvement.

• Monitor workload and adjust staffing in real-time as needed.

• Supervise staffing levels and service-level channels, including phone, email, and queues.

• Proactively communicate with management when necessary.

• Identify service-level and advisor productivity challenges and collaborate with management to develop process-improvement strategies.

• Manage overtime according to departmental policies.

• Assist Group Advisors, Group Travel Managers, and management with operational, application, process, procedure, and policy inquiries.

• Address questions regarding active programs and accounts.

• Monitor daily, weekly, and monthly Agent Sales Productivity reports and support advisors in achieving or surpassing their goals.

• Acknowledge and reward top performers.

• Conduct regular one-on-one meetings and annual performance reviews with direct reports.

• Develop and oversee tailored performance improvement plans for underperforming team members.

• Assist with or lead the resolution of customer service issues and escalate matters to the Director as needed.

• Participate in, provide, and coordinate ongoing training and development sessions.

• Stay informed about industry trends and developments.

• Complete new group travel requests from initiation to conclusion on a daily basis.

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

• Exemplify CTM’s core values and promote employee engagement, growth initiatives, and team culture.

• Process daily group requests for student/study-abroad travel.

• Carry out other assigned duties as necessary.

⛳️ Requirements

• Minimum of five years of experience in the travel industry.

• Experience with Meetings & Events (M&E) Group, student, and study abroad travel.

• At least five years of experience in a leadership role managing employees, with a minimum of three years in a management position.

• Relevant experience beyond the required years may be substituted on a year-for-year basis.

• GDS experience is mandatory — Sabre.

• Exceptional customer service skills; must be client-facing.

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

• Maintain professional, collaborative, and supportive interactions with employees, clients, suppliers, and vendors.

• Ability to work independently and collaboratively as part of a team.

• Appropriate and professional written and verbal communication skills.

• Proven ability to meet deadlines and manage multiple requests simultaneously.

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

• Demonstrates composure under pressure, proactive contribution, and a willingness to learn.

• Proficient in Microsoft Office Suite.

• Basic math skills are required.

• Ability to read and interpret information accurately.

• Strong attention to detail.

• Consistent and reliable attendance.

• Willingness to work evening hours, weekends, and extended hours during high-volume periods.

• Capability to assist during crises or system outages either during or outside regular business hours.

🏝️ 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, on a per pay period basis for those 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 with access to Talk Space Therapy.

• Family Medical Leave.

• Paid Parental Leave (4 weeks).

• Maternity benefits combining company-paid Short-Term Disability with Parental Leave (4 weeks).

• Bereavement Leave.

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

• Student Loan Payment Match.

• Flexible work environments.

• Continuous training and development opportunities.