Travel Manager

Encore Travel•West New York, NJ

1d•Remote

About The Position

Encore Corporate Travel is hiring a Travel Manager for a fully remote, US-based position open to candidates residing in New Jersey. The role combines hands-on travel support with coaching, training, and improving the team's capabilities. The Travel Manager adapts to changing team needs, helping agents resolve complex travel issues while teaching them how to handle similar situations independently. The role includes developing and delivering training, coaching and mentoring travel professionals, supporting complex bookings and client escalations, and creating reusable process guides and standards. The Travel Manager identifies knowledge and process gaps, recommends improvements, and works with the manager and Team Leader to assess team needs and the impact of training or process changes.

Requirements

20+ years of travel industry experience, with demonstrated expertise in US domestic and international travel.
Proven management or supervisory experience in a travel-related or similarly complex service environment.
Advanced knowledge of travel industry operations, GDS systems (Apollo/Galileo), fare rules, loyalty programs, and travel booking processes.
Excellent written and verbal communication skills, including the ability to explain complex concepts clearly.
Strong teaching and coaching abilities, with experience developing others.
Customer orientation and high standards for the team's work.
Ability to take ownership of mistakes and solve problems completely.
Flexibility to shift between strategic work and hands-on support as needed.
Proficiency in MS Office, GDS systems (Apollo and Galileo), OBT, and similar platforms.

Nice To Haves

Experience creating formal training materials or developing training programs.
Familiarity with Zoho Desk or similar service management platforms.
A track record of measurably improving team performance.
Prior experience managing international travel or complex corporate travel programs.

Responsibilities

Develop and deliver formal training materials to improve agents' job performance.
Coach travel professionals one-on-one on complex files and edge cases.
Mentor team members preparing to manage larger accounts.
Provide expertise and guidance on unfamiliar travel situations.
Support day-to-day operations by handling complex bookings, international itineraries, loyalty programs, and client escalations as needed.
Stay current with industry changes and shifts in travel requirements.
Document solutions, create process guides, and develop standards for the team.
Identify knowledge and process gaps and propose improvements to how agents handle complex situations.
Recognize emerging trends and share practices that improve the quality of the team's work.
Work with the manager and Team Leader to identify team improvement needs and provide feedback on training and process changes.