Operations Manager – Concierge Team

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

📋 Description

• Lead, develop, mentor, and guide the team to ensure exceptional customer service.

• Oversee various aspects of customer experience, quality, and established performance metrics.

• Establish a structured team framework that empowers members to provide mutual technical support.

• Proactively assist account management and sales teams with strategic planning.

• Foster the development and coaching of team members.

• Stay informed about team skill sets and client-specific processes and policies.

• Convey quality and service commitments through training, email communication, and coaching.

• Address customer inquiries and resolve service or team member-related issues.

• Analyze operational KPIs and ensure timely communication and resolution of issues.

• Evaluate agent and office quality and training needs in collaboration with management teams.

• Plan and execute new service products, programs, and initiatives.

• Engage in problem-solving and root cause analysis efforts.

• Cultivate a team-oriented atmosphere and foster positive relationships.

• Coach, mentor, and inspire team members to achieve goals and standards.

• Identify opportunities for service enhancements and coordinate their implementation.

• Communicate operational policies and procedures while ensuring compliance.

• Monitor scheduling, conduct performance reviews, and fulfill employee leadership responsibilities.

• Manage direct reports, including hiring, training, coaching, providing feedback, and facilitating development.

• Promote employee engagement and support team member growth initiatives.

⛳️ Requirements

• A High School Diploma or equivalent is required.

• Three to five years of experience in the corporate travel industry is strongly preferred.

• Experience with a Travel Management Company (TMC) is highly desirable.

• Proven management and/or supervisory skills are strongly preferred.

• Proficiency in Sabre, Microsoft Word, and Outlook is required.

• Strong written and verbal communication abilities are essential.

• Excellent diplomatic, problem-solving, and troubleshooting skills are crucial.

• Outstanding relationship management skills are necessary.

• Capability to motivate, develop, and effectively manage team members is required.

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

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

• Creative and analytical thinking skills, along with consultative abilities.

• Capacity to remain calm under pressure and engage in proactive learning.

• Basic math skills are required.

• Ability to read and interpret information accurately.

• Strong attention to detail is essential.

• Regular and reliable attendance is mandatory.

• Willingness to book travel when necessary.

• Availability Monday through Friday, from 10 am to 7 pm EST, with on-call duties as needed.

🏝️ 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 a 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.

• Nine Company Paid Holidays, including the day after Thanksgiving.

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

• Employee Assistance Plan providing access to Talk Space Therapy.

• Family Medical Leave.

• Paid Parental Leave (4 weeks).

• Maternity benefits including 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, including the possibility of fully virtual work depending on role, location, and business needs.