Senior Director, Travel Services

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

📋 Description

• Define and direct the vision and long-term strategy for Travel Services.

• Establish and convey a clear service and operational framework across inbound, outbound, and support teams.

• Ensure the department adapts to evolving participant and organizational requirements.

• Lead strategic and systematic enhancement initiatives throughout the function.

• Advocate for changes that improve service quality and efficiency for both employees and participants.

• Achieve measurable improvements in operational performance and participant experience.

• Act as the primary interdepartmental leader for Travel Services.

• Collaborate with teams to influence outcomes and foster alignment.

• Ensure clarity in roles, responsibilities, and transitions among functions including Air Operations, Program teams, PX, and PS.

• Link Travel Services activities to broader organizational objectives and initiatives.

• Set operational targets, KPIs, and best practices.

• Define performance benchmarks across service, quality, and efficiency.

• Ensure a performance management framework allows leaders to track results and adjust operations in real time.

• Lead and develop senior leaders, including the Senior Operations Manager, Senior Training Manager, and Director of Travel Services.

• Design an organizational structure that promotes clarity, scalability, and effective spans of control.

• Coach leaders to balance strategic thought with execution.

• Direct Training efforts to enhance capability and reinforce service, quality, and efficiency standards.

• Direct Operations to ensure workforce planning, performance tracking, and actionable insights.

• Align Training and Operations for consistent, data-driven execution.

• Deliver measurable enhancements in participant experience, operational efficiency, and team productivity.

• Position Travel Services as a strategic contributor to the broader success of Road Scholar.

⛳️ Requirements

• Over 8 years of experience in leading complex service, operations, customer experience, contact center, hospitality, travel, healthcare, or other service-focused organizations.

• More than 5 years of experience spearheading organizational change, process improvement, and operational transformation initiatives.

• At least 5 years of experience in leading leaders, nurturing emerging leaders, and cultivating high-performing teams.

• Experience in balancing strategic planning with operational execution in a complex, service-oriented setting.

• Proven capability to rapidly grasp intricate business functions and guide teams of subject matter experts.

• Demonstrated ability to make sound decisions in areas where others may have deeper technical expertise.

• Experience in fostering strong partnerships with operational subject matter experts to achieve business results.

• Strong service orientation and dedication to providing high-quality customer experiences.

• Strategic thinking with the ability to translate vision into actionable plans.

• Strong change leadership and organizational development capabilities.

• Excellent communication and relationship-building skills.

• Ability to lead effectively in ambiguous and complex situations.

• Capacity to balance participant needs, employee experience, and business goals.

• Strong analytical and problem-solving abilities.

• Ability to lead effectively without being the technical expert in every area of responsibility.

• Curiosity and learning agility; capable of quickly developing an understanding of complex business processes and operating environments.

🏝️ Benefits

• Medical, Dental, and Vision Insurance (with a significant employee subsidy).

• 403(b) Retirement Plan with a company match of 5% after one year of employment.

• Up to 20 days of paid time off annually.

• Paid week off at the end of December, in addition to PTO.

• Employee discounts on Road Scholar programs.

• Optional IATA membership.

• Access to LinkedIn Learning.

• Other professional development opportunities.

• Fully remote work environment.