Manager, Travel & Expense Management

About the Role

Under the general direction of the Director, Finance & Budget Administration, the Manager, Travel & Expense Management is responsible for managing day-to-day operations and executing against the strategic direction established for the travel, expense reimbursement, and card programs. This position serves as the subject matter expert for the systemwide Travel Management system and related applications.

Key Responsibilities

• Oversee daily operations of the T&E program, ensuring efficient, accurate, and timely processing of travel and expense activities.
• Prioritize system enhancements, upgrades, and integrations in coordination with technical and functional stakeholders.
• Monitor system performance, transaction volumes, and operational metrics; identify trends and recommend improvements.
• Ensure adherence to established service level agreements (SLAs) and performance standards.
• Lead execution of process improvement initiatives to streamline workflows, reduce cycle times, and enhance user experience.
• Develop and maintain operational documentation, including procedures, job aids, and system guides.
• Escalate complex or high-impact issues, risks, or prioritization conflicts to senior leadership with recommended solutions.
• Serve as the primary functional owner of the Concur system, responsible for configuration, testing, issue resolution, and ongoing system optimization.
• Ensure data integrity, best practices for data administration, and alignment with ERP (CFS/CFS Data Warehouse).
• Seek continuous improvement of security practices and data administration best practices.
• Ensure resolution of system issues that arise and escalate systemic issues.
• Develop, deliver, and ensure maintenance of technical and functional travel training and user documentation to university leads.
• Actively participate in travel management meetings, identify and recommend improvements to enhance efficiency and compliance monitoring.
• Provide leadership for university travel leads on system functionality and best practices.
• Interpret data and present reporting for management, universities and audit.
• Plan, enhance, and deliver travel-related resources and tools for systemwide usage.
• Review and escalate dispute resolution and policy exceptions.
• Monitor current and emerging technology enhancements including product releases, updates, and patch fixes.
• Oversee functional testing and validation of system changes and enhancements.
• Support management of third-party vendor relationships (travel management companies, corporate card providers, expense platforms) to ensure contractual compliance and service performance.
• Engage with and facilitate cross-functional working groups to improve program compliance and alignment with organizational business needs and evolving initiatives.
• Identify and participate in efforts related to policy updates, system enhancements, and continuous improvement of T&E program.
• Ensure training strategy, consistency and coverage to foster understanding, adoption, and compliance.
• Support the development and implementation of T&E strategies that partner with key operational partners to identify ways to reduce non-value-added activities, balance governance, improve operational efficiency and cost management, and improve user experience.
• Collaborate with Finance, Procurement, IT, HR, and other stakeholders to support program needs and system changes.
• Oversee efforts to gather and document business requirements for system enhancements and process improvements.
• Ensure implementation of new policies, system updates, and process changes.
• Develop and deliver training programs, user communications, and support materials.
• Provide guidance and support to end users, resolving escalated issues and ensuring a positive user experience.
• Maintain strong working relationships with external partners, including system vendors and service providers.
• Communicate program updates, changes, and impacts clearly to stakeholders.
• Supervise and lead staff responsible for T&E system and credit card administration, and user support.
• Assign and manage workload to ensure timely, accurate, and efficient task completion.
• Establish clear performance expectations and monitor individual and team performance.
• Provide ongoing coaching, mentoring, and performance feedback to team members.
• Identify training needs and facilitate professional development opportunities.
• Foster a collaborative, customer-focused team environment.
• Conduct performance evaluations and support employee development and career progression.
• Ensure adequate staffing coverage and support workforce planning efforts.

Qualifications

• Bachelor's degree from an accredited four-year college or university required, or equivalent training and work experience in systems administration, process management, or financial operations.
• 4+ years of related work experience in travel and expense management, with demonstrated expertise in day-to-day program and team operations.
• Subject matter expertise in Concur Travel Management system, including configuration, data integrity, security practices, and end-user support.
• Experience implementing or maintaining Concur in an educational or complex multi-entity environment, including managing access procedures, workflows, and data integrations.
• Ability to modify Concur system configuration (Travel, Request, Expense) and maintain alignment with ERP systems (e.g., PeopleSoft CFS/CFS Data Warehouse).
• Demonstrated experience managing day-to-day operations of a travel and expense or corporate card program, including reconciliation, compliance, and dispute resolution.
• Proven ability to translate strategic priorities into actionable operational plans, task assignments, and team deliverables.
• Strong analytical skills with the ability to monitor operational metrics, identify trends, and recommend data-informed improvements.
• Experience developing and delivering technical training, user documentation, and process guides to diverse stakeholder groups.
• Demonstrated ability to supervise staff, manage workload distribution, and support employee performance and professional development.
• Strong interpersonal and communication skills, with the ability to engage effectively with cross-functional partners, university leads, and end users.
• Thorough knowledge of T&E policies, expense compliance standards, and audit requirements.
• Ability to prioritize competing demands, escalate issues appropriately, and maintain service quality in a fast-paced environment.

Preferred Qualifications

• Concur Administration experience including full life cycle implementation and/or several years of system maintenance.
• Familiarity with PeopleSoft CFS environment and CFS Data Warehouse reporting.
• Knowledge of global travel and expense best practices and leading technologies.

Benefits

• Comprehensive health, dental, and vision benefits
• Generous vacation plan
• 15 paid holidays a year
• Tuition waiver education program (also applies to eligible family members)
• Membership in the California Public Employees Retirement System (PERS)

Pay

The anticipated salary hiring range is up to $110,004 per year, commensurate with qualifications and experience.

Schedule

This position may be located at a CSU campus or the Chancellor's Office in Long Beach, CA. Flexibility to telecommute two days a week, with three days on-site at the designated reporting campus.