Manager Corporate Travel Operations

ADTRAV Travel Management• US,

10d•$72,000 - $80,000•Remote

About The Position

ADTRAV Travel Management is seeking a Manager Operations to lead and motivate Travel Consultants, resolve client issues, and research concerns in collaboration with internal departments. The manager oversees day-to-day service delivery, including timely responses to calls and emails, payroll-related transactions, and training for new and current agents. The role also involves booking itineraries and assisting travelers as needed, maintaining client service standards, and ensuring team performance meets client expectations. The manager sets team goals, monitors productivity and quality measures, coaches and develops employees, and oversees performance reviews and disciplinary documentation in accordance with HR policies. The role works with senior leadership to maintain service-level agreements and key performance indicators, identifies operational improvements, and creates and monitors department reporting. The position requires the ability to work remotely and meet company home-office requirements, with a schedule between Monday and Friday, 7 a.m. to 7 p.m. Central Time, plus after-hours, weekend, and holiday work as needed. Travel of up to 15% may be required for client and company meetings. The salary range is $72,000–$80,000 per year, with consideration potentially given outside this range. Pay is based on management experience in a travel management company and corporate travel experience. ADTRAV offers medical, dental, vision, life, and disability coverage, Flexible Spending Accounts, a 401(k), and paid time off. ADTRAV Corporation is an Equal Opportunity Employer.

Requirements

High school diploma or equivalent.
At least 5 years of travel consultant or travel agent experience.
At least 2 years of experience managing a team.
Strong knowledge of Sabre GDS.
Working knowledge and proficiency in Fly America, Open Skies, and federal travel regulations.
Experience booking international travel, including geographic and rate structures.
Strong computer and typing skills, including the ability to navigate quickly between programs and use shortcut keys.
Demonstrated ability to learn and use technology, including multiple applications and monitors at once.
Experience with Microsoft Office applications, including Outlook, Word, and Excel.
Hands-on, highly organized, and directed leadership style.
Ability to manage multiple strategic and tactical responsibilities in a fast-paced environment with minimal supervision.
Analytical and decisive approach, with the ability to prioritize and communicate objectives.
Leadership skills to motivate, communicate, and provide feedback.
Ability to exercise discretion and judgment when providing feedback, guidance, clarification, training, and disciplinary action.
Excellent time-management and organizational skills, with the ability to meet deadlines and work under pressure.
Ability to communicate ideas and concepts clearly and concisely and receive feedback and direction.
Ability to collaborate with other departments, managers, and clients to achieve business objectives.
Proficiency in business writing, including formatting communications with proper grammar and spelling.
Excellent written and verbal English communication skills.
Ability to work in a fast-paced and sometimes stressful environment.
Strong attention to detail, accuracy, and quality.
Professional and positive demeanor with internal and external customers and clients, and ability to work cooperatively.
Ability to work remotely and meet company home-office requirements.
Ability to sit and work at a computer for extended periods without leaving the work area.
Ability to work a schedule between Monday and Friday, 7 a.m. to 7 p.m. Central Time, and after hours, weekends, and holidays as needed.
Ability to travel up to 15% for client and company meetings as needed.
Ability to maintain confidentiality of company and client information.
Ability to pass applicable credit, criminal, and/or employment reference background checks; additional checks or clearances may be required for specific clients.

Nice To Haves

Experience in a call center environment.
Experience booking travel for corporate clients.
Knowledge of Amadeus.

Responsibilities

Provide day-to-day leadership for Travel Consultants, Team Leads, and/or Associate Managers.
Understand direct reports’ duties and perform job functions as needed, including assisting travelers and booking itineraries.
Promote proper use of ADTRAV tools, participate in tool development and enhancements, and monitor agent execution.
Set team goals and objectives, clarify expectations, and guide employees toward achieving them.
Review turnover transaction rates, errors, and write-offs, and address issues with agents.
Review itineraries for complete reservation information and review travel authorizations.
Coach and train agents on traveler service and company policies and procedures.
Review agent job aids and ensure their information is accurate and regularly updated.
Maintain knowledge of ADTRAV products, systems, processes, industry, and customer base to support agents and clients.
Monitor call volume and ensure agents are available to serve clients.
Serve as the main client contact and ensure client concerns are researched, addressed, and resolved promptly.
Research agent and client issues, gather information, provide solutions to clients and the account management team, and address issues with agents.
Work with senior leadership and team members to meet client expectations for KPIs and SLAs, including call and email volume, turnover, transaction rates, client and traveler satisfaction, overdue tasks, and agent errors.
Identify process and workflow efficiencies and recommend improvements to management.
Create, adjust, and monitor department reporting.
Process timecards and time-off information for payroll.
Develop, mentor, and lead employees while fostering teamwork and accountability.
Provide constructive feedback, identify improvement areas, and develop objectives to address them.
Conduct weekly individual and team meetings.
Conduct performance appraisals and document disciplinary actions in accordance with HR policies and procedures.
Participate in recruiting by interviewing and selecting new agents.
Use GDS, online booking tools, and internal applications.
Participate in ongoing training to build industry knowledge and skills.
Represent ADTRAV and maintain effective working relationships with employees, partners, vendors, and clients.
Follow company policies and procedures and perform other duties as assigned.