Travel Manager

Encore Travel•New Jersey, NJ

2d•Remote

About The Position

Encore Corporate Travel is hiring a Travel Manager for a fully remote, US-based role open to candidates residing in New Jersey. The role combines developing the capabilities of travel agents with hands-on operational and client support. The Travel Manager delivers training, coaches and mentors team members, and serves as an expert resource for complex travel situations. The work is flexible and shifts according to the team’s needs, including periods focused on training, coaching, or direct client support. The Travel Manager remains fluent in day-to-day travel operations, including complex bookings, international itineraries, loyalty programs, and client escalations. The role also creates training materials, process guides, and standards that help agents work effectively and independently. Working closely with the manager and Team Leader, the Travel Manager identifies knowledge and process gaps, recommends improvements, and provides feedback about team needs and performance.

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 other people.
Customer orientation and high standards for the team’s work.
Ownership of mistakes and the discipline to 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 help agents improve their work.
Coach travel professionals one-on-one on complex files, edge cases, and problem-solving.
Mentor team members preparing to take on larger accounts.
Serve as an expert resource for unfamiliar or complex travel situations.
Provide hands-on operational support as needed, including complex bookings and international itineraries.
Work with loyalty programs and support client escalations.
Stay current with industry changes and shifts in travel requirements.
Create process guides and standards that agents can reference independently.
Identify knowledge and process gaps and propose improvements to how agents handle complex situations.
Recognize emerging trends and share practical tips and techniques with the team.
Work with the manager and Team Leader to identify team improvement needs.
Provide feedback on what is working, what is not, and where training or process changes would have the greatest impact.