Director of Specialty Travel Operations

ADTRAV Travel Management• US,

5d•$110,000 - $125,000•Remote

About The Position

ADTRAV Travel Management is seeking a Director of Specialty Operations to oversee the implementation of operational activities for multiple operations teams, aiming for efficient labor and process utilization. This role is crucial for executing the company’s strategy by fostering alignment and developing the capabilities of direct reports and their teams. Due to the nature of a government contract, this position requires US citizenship and the ability to pass extensive government clearances, including background checks on criminal history, credit, employment, and IRS tax information.

Requirements

High school diploma or equivalent required.
At least 5 years managing a travel agent team.
Proven experience developing high-performing teams and providing effective coaching and mentoring.
Exhibits leadership traits to motivate, communicate, and provide feedback as a hands-on, highly organized and directed leader.
Exercises discretion and judgment when providing feedback, guidance, clarification, and disciplinary action.
Able to work collaboratively with different departments, managers, and clients to execute business objectives.
Strong knowledge of the travel industry, corporate and government travel regulations and Sabre GDS.
At least 5 years of travel consultant/travel agent experience, preferably in a call center environment.
Working knowledge and proficiency in Fly America Open Skies and federal travel regulations.
Highly proficient in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and PowerPoint.
Strong technical aptitude with the ability to quickly learn and effectively utilize multiple software applications simultaneously.
Analytic and decisive with ability to prioritize and communicate objectives.
Excellent English verbal and written communication skills, including strong business writing abilities.
Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively.
Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction.
Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and business partners.
Ability to work remotely while meeting company home office and productivity requirements.
Able to sit and work at a computer for extended periods of time, without leaving the work area.
Able to work a schedule between Monday-Friday, 7am-7pm CT, and after hours, weekends, and holidays as needed.
Able to travel up to 20% as needed for client and company meetings.
Able to maintain confidentiality of company and client information.
Able to successfully pass a credit, criminal, and/or employment reference background check.
Must be a U.S. citizen.
Able to successfully pass a government clearance process as required by clients.

Nice To Haves

Bachelor’s Degree preferred.
Experience with VIP, Group Air and/or After Hours teams preferred.

Responsibilities

Provide day-to-day leadership, coaching, and training to the Manager Operations on effectively managing their team according to company policies and procedures.
Set goals and objectives for direct reports, providing guidance to ensure clarity on expectations.
Ensure direct reports actively manage their teams and foster a positive, high-performing team environment.
Review department reporting and develop action plans with managers to address deficiencies.
Conduct weekly individual and team meetings.
Develop, mentor, and lead employees to promote teamwork and accountability, providing constructive feedback and identifying areas for improvement.
Conduct performance appraisals and disciplinary documentation in accordance with HR policies.
Be knowledgeable and trained in direct reports' duties to perform job functions as needed.
Understand and utilize various applications (GDS, online booking tools, ADTRAV products, internal applications) to assist agents and clients.
Support company goals by providing leadership on issues related to cost, quality, processes, scheduling, and people.
Become knowledgeable in ADTRAV's industry and customer base.
Represent ADTRAV by embodying company values and maintaining effective relationships with employees, partners, vendors, and clients.
Collaborate with senior and executive leadership to identify, develop, and implement improvement roadmaps for process and workflow efficiencies.
Review the work of direct reports and key decisions to ensure company objectives, timelines, and program execution are met.
Assist in identifying high and low performing employees and create development and training opportunities.
Serve as an escalation point for client issues, attend client meetings, and work with Manager Operations to address concerns and ensure action plans are executed.
Monitor KPIs and SLAs to ensure Manager Operations meets client expectations and attains SLAs/KPIs (e.g., call/email volume, transaction rates, client/travel satisfaction, overdue tasks, agent errors).
Collaborate with the Training Manager and other leadership to evaluate call volume and training needs for optimal client service.
Participate in the recruiting process by interviewing and selecting new team members.
Adhere to company policies and procedures.
Perform other duties as assigned.