Executive Director, Operations

This role oversees the delivery of efficient external and internal services to all regions and Business Units across North America. The Executive Director, Operations partners with leadership teams to understand operational and product needs, implement operating rhythms, drive process improvements, and monitor the health of overall business operations.

Responsibilities

• Lead with a shared vision and stewardship of company values.
• Use data to establish baselines for action and drive decision-making.
• Foster positive relationships and nurture employees to become self-directed, high-performing individuals.
• Promote intentional collaboration and provide meaning and direction in the team’s work.
• Actively listen to understand and solve team challenges.
• Measure and report team efforts and successes to stakeholders.
• Enable a customer-centric team by keeping them accountable and removing roadblocks.
• Create a positive and productive work environment where the team can fulfill duties, reach goals, and enjoy their work.
• Define and deliver the purpose, requirements, and desired results of company and departmental programs affecting Operations.
• Attract, retain, and develop leaders and managers who align with CTM’s values and culture to ensure company growth.
• Provide leadership and guidance to the team, prioritizing and assigning projects for optimal results.
• Anticipate and address obstacles to project completion, communicating solutions to stakeholders.
• Oversee established standards for key initiatives while partnering with counterparts to grow key concepts.
• Leverage feedback from internal customers to build quantified, substantiated business cases for upstream process improvements.
• Manage an evolving workload, adjusting team priorities and actions to respond to changing business demands and unanticipated events.
• Domestic and global travel may be required; accommodations may be considered under the Americans with Disabilities Act.

Leadership Responsibilities

• Oversee performance management, including hiring, training, coaching, feedback, and development for direct and/or indirect reports.
• Model company core values and set a positive example for employees.
• Provide ongoing feedback and support team member growth through development plans.
• Drive employee engagement by facilitating conversations and taking action to improve team and organizational culture.

Requirements

• Embrace CTM’s core values of Connect, Evolve, and Deliver.
• Professional, collaborative, and supportive interaction with employees, clients, suppliers, and vendors.
• Ability to work independently and as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Ability to remain calm under pressure, proactive contributor, and eager to learn.
• Proficiency in Microsoft Office Suite.
• Basic math skills and ability to read and interpret information.
• Attention to detail and regular, reliable attendance.

Qualifications

• At least 10 years’ experience in TMC operations, with a minimum of 3 years in a director role.
• Strong commercial acumen and technical process knowledge, including fares and ticketing.
• Front reservation and mid-office systems knowledge essential.
• Demonstrated ability in developing and implementing business process improvements and change management.
• Strong interpersonal and communication skills with the ability to develop relationships at all levels.
• Proven leadership and teamwork skills.
• Demonstrated success in developing, implementing, and enhancing efficient business processes.
• Strong customer focus with essential travel industry experience.

Skills

• High degree of flexibility and ability to deal with change, growth, and pressure.
• Positive persuasiveness and influencing ability.
• Results orientation and deadline-driven.
• Strong judgment and decision-making skills.
• Flexibility and adaptability.
• Leadership and oral communication.
• Relationship building.

Benefits

• Company-paid basic life and AD&D insurance.
• Company-paid short-term disability.
• Voluntary long-term disability insurance.
• Robust wellness program with incentives to save on medical insurance premiums.
• Supplemental life, accident, cancer, critical illness, identity theft protection, and legal coverage.
• Three medical plan offerings: High Deductible Health Plan, HMO plan (available in select states), and a co-pay medical plan.
• Health Savings Account (HSA) with company core contribution and match (per pay period if enrolled in the HDHP medical plan).
• Flexible Spending Accounts and Dependent Care Savings Account.
• Dental and vision insurance plans.
• 9 company-paid holidays, including the day after Thanksgiving.
• Generous paid time off programs for vacation and sick days.
• Employee Assistance Plan with access to Talk Space Therapy.
• Family Medical Leave and Paid Parental Leave (4 weeks).
• Maternity benefits utilizing company-paid short-term disability, plus Parental Leave (4 weeks).
• Bereavement leave.
• 401(k) Retirement Plan with a generous match per pay period.
• Student loan payment match.

Pay

USD $90,000.00 - USD $140,000.00 per year.