Senior Director, Travel Services

Road Scholar•Boston, MA

1d•$119,500 - $144,500•Remote

About The Position

The Senior Director, Travel Services sets the strategic direction and provides overall leadership for Travel Services, strengthening the function’s capabilities and its ability to deliver a high-quality, consistent participant experience. Leading through a team of senior leaders, this role ensures effective operational leadership and execution while maintaining focus on long-term strategy, innovation, and continuous improvement. The role designs and leads a function that can navigate the complexity of the airline landscape, manage high operational demands, and deliver on Road Scholar’s mission and business goals. This is a remote, exempt-level salaried position.

Requirements

At least 8 years of experience leading complex service, operations, customer experience, contact center, hospitality, travel, healthcare, or other service-oriented organizations.
At least 5 years of experience leading organizational change, process improvement, and operational transformation initiatives.
At least 5 years of experience leading leaders, developing emerging leaders, and building high-performing teams.
Experience balancing strategic planning with operational execution in a complex, service-oriented environment.
Proven ability to quickly learn complex business functions and lead teams of subject matter experts.
Demonstrated ability to make sound decisions in areas where others have deeper technical expertise.
Experience building strong partnerships with operational subject matter experts to drive business outcomes.
Strong service orientation and commitment to high-quality customer experiences.
Strategic thinking and the ability to translate vision into action.
Strong change leadership and organizational development skills.
Excellent communication and relationship-building abilities.
Ability to lead through ambiguity and complexity.
Ability to balance participant needs, employee experience, and business objectives.
Strong analytical and problem-solving skills.
Ability to lead effectively without being the technical expert in every area of responsibility.
Curiosity and learning agility, with the ability to quickly understand complex business processes and operating environments.

Responsibilities

Define and drive the vision and long-term direction for Travel Services in alignment with organizational priorities.
Establish and communicate a clear service and operating model across inbound, outbound, and support teams.
Evolve the function to meet changing participant and organizational needs.
Lead strategic and systemic improvement efforts across the function and champion changes that improve service quality, efficiency, and employee and participant experiences.
Translate insights into action by delivering measurable operational and experience improvements.
Serve as the primary cross-department leader for Travel Services, partnering across teams to influence outcomes and drive alignment.
Clarify roles, responsibilities, and handoffs across functions, including Air Operations, Program teams, PX, and PS.
Connect Travel Services to broader organizational goals and initiatives.
Oversee operational goals, KPIs, and best practices that reflect the function’s objectives.
Define meaningful, actionable performance standards for service, quality, and efficiency.
Ensure a performance management framework enables leaders to monitor results and adjust operations in real time to achieve targets.
Lead and develop senior leaders, including the Senior Operations Manager, Senior Training Manager, and Director, Travel Services.
Design an organizational structure that supports clarity, scalability, and effective spans of control.
Coach leaders to balance strategic thinking with execution and operate at the appropriate level.
Set direction for the Training function to ensure programs build capability and reinforce service, quality, and efficiency standards.
Set direction for the Operations function to ensure effective workforce planning, performance monitoring, and actionable insight.
Align Training and Operations to support consistent execution and informed, data-driven decisions.
Deliver measurable improvements in participant experience, operational efficiency, and team effectiveness.
Position Travel Services as a strategic contributor to the organization’s broader success and connect team efforts to participant impact and business outcomes.