Corporate Travel Operations Manager - Dedicated Accounts

About the role

This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, ID, IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, SC, TN, TX, VA, WV

Responsibilities

• Meet and exceed customer expectations by managing customer service to agreed upon levels related to telephone, quality, and productivity and by providing value added solutions and recommendations.
• Ensure that members of the team are provided with a platform to achieve their goals, whether developmental or role critical, by ensuring you provide ongoing honest feedback both positive and improvement related.
• Drive continuous process improvements by identifying opportunities to increase productivity, improve efficiency, strengthen standards, and enhance service delivery across the team and department.
• Maintain a high level of availability and responsiveness to staff needs. Provide the primary leadership role for any support needed for phones, system connectivity, and other related issues/concerns.
• Maintain an optimum staffing schedule and monitor shifts to always ensure proper staffing coverage.
• Develop new and existing associates through ongoing training, support, constructive feedback, monthly one-on-one meetings, and annual performance reviews to help associates achieve professional and role-critical goals.
• Participate in new hire interviews, make recommendations for qualified candidates, execute disciplinary action up to and including termination, while maintaining a work environment that promotes positive team reinforcement/reward and recognition.
• Ensure proper human resources and company processes and policies are followed.
• Provide internal communication with staff regarding vendor and Fox related issues including participation in monthly manager meetings, and monthly branch staff meetings.
• Update knowledge by participating in educational opportunities; read professional publications; maintain personal networks.
• Positively support and use new technology that has been rolled out to associates and continue to use these processes to provide support to team members.
• Coordinate and participate in recurring customer reviews, present program updates, service trends, operational performance metrics, quality monitoring results, debit memo trend analysis, airline rewards audits, open issues, action plans, and process improvement recommendations to drive service excellence and operational efficiency.
• Maintain process documentation, standard operating procedures, account specific references and operational readiness materials to support consistency across onsite and rent-a-plate accounts.
• Review service metrics, internal support requests, customer feedback, and issue trends to maintain visibility to open items, response timeliness, root causes, and corrective actions.
• Build and maintain strong partnerships across Business Travel Operations, Support Services, Technology, Account Management, Leadership, and cross-functional teams to drive strategic operational results, enhance the customer experience, promote best practices, and cultivate a culture of engagement and continuous improvement.
• Maintain a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect. Drive standards and best practices whenever possible and effectively foster a culture of engagement.
• Enhance the organization's reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
• Be innovative and recommend new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.

Qualifications

• Some post-secondary education in Business Administration, Management or related field (preferred).
• At least 5 years progressive corporate travel experience, with proven ability to lead and coach successfully; prior managerial experience of at least 2 years.
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment.
• Proficiency in Travelport+ and Sabre GDS.
• Strong knowledge and demonstrated proficiency of all Microsoft Office applications.
• Proficient experience in all facets of business travel centers to include support functions and domestic and international reservations; thorough understanding of front, mid and back office functions.
• Ability to work effectively in a team environment.
• Ability to gather and analyze statistical data, generate reports, and to plan, coordinate and administer complex administrative systems and processes.
• Ability to work flexible hours.
• Experience with operational support tools and workflows such as Zendesk, Smartsheet, Five9.
• Knowledge of airline contracts, fare filing, airline rewards, debit memo process and related service -impacting operational trends preferred.
• Ability to travel up to 30% of the time.
• Ability to communicate with confidence and create a credible impression.
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly.
• Ability to develop strong trusting relationships to gain support and achieve results.
• Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives and work ethic.

Benefits

Commensurate with experience.

Pay

The estimated base pay range for this position starts between $59,000 and $80,000 annually, less applicable withholdings and deductions, and is paid on a bi-weekly basis.

Schedule

Regular business travel with overnight stays may be required for the following (but not limited to): training events, meetings, and/or visiting clients and Fox World Travel locations.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.