Operations Manager - Concierge Team

This is a leadership position focused on ensuring CTM provides the highest level of customer service to clients. The Operations Manager will interact with internal and external team members to maintain an operation that delivers high-quality, efficient service consistently. Responsible for managing multiple facets of the Customer Experience and established metrics, this role requires understanding and utilizing team resources to support client outcomes. As CTM grows, the Operations Manager will onboard new employees with diverse skill sets and foster team cohesion. The role involves implementing a structured framework to enable team reliance for technical support, allowing time for forward planning, assisting account management and sales teams, and developing and coaching the team.

Schedule

Monday–Friday, 10:00 AM–7:00 PM EST. On-call as needed.

Responsibilities

• Maintain up-to-date knowledge of the team’s skill set and client-specific processes and policies.
• Communicate quality and service commitments to agents through training, email, and coaching to ensure understanding at all levels.
• Respond to customer requests and issues regarding service or team members.
• Review operational key performance indicators, communicate issues to appropriate team members, and ensure they are addressed.
• Work with management teams to assess agent and office quality and training needs.
• Maintain positive working relationships with team members across CTM.
• Assist in planning and implementing new service products, programs, and initiatives.
• Participate in problem-solving and root cause analysis.
• Create and maintain a team-oriented environment.
• Maintain a positive rapport with all team members and clients.
• Coach, mentor, and motivate team members to meet goals and standards while maintaining positive morale.
• Identify service enhancement opportunities and partner with relevant teams to implement solutions.
• Represent CTM professionally, maintaining composure in stressful situations.
• Ensure the highest levels of service and professionalism are upheld.
• Communicate operational policies and procedures to the team and ensure adherence.
• Work closely with the Operations Manager to monitor scheduling, conduct performance reviews, and handle leadership responsibilities.

Leadership Responsibilities

• Directly manage team members, including hiring, training, coaching, feedback, and development.
• Model CTM’s core values and set a positive example for employees.
• Provide ongoing feedback and support team member growth through development plans.
• Drive employee engagement and facilitate conversations to improve team and organizational culture.

Requirements

• Embrace CTM’s core values: 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 multiple requests, and prioritize effectively.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Ability to remain calm under pressure, proactive, 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.
• High School Diploma or equivalent (required).
• Three to five years of experience in the corporate travel industry with successful management or supervisory experience (strongly preferred).
• Experience working for a Travel Management Company (TMC).
• Proficiency in Sabre, Microsoft Word, and Outlook.
• Willingness to book travel when necessary.

Skills

• Effective communication skills to ensure messages are understood by all.
• Excellent diplomatic skills to establish and maintain positive relationships with internal and external team members.
• Ability to deliver excellent internal and external customer service.
• Strong problem-solving and troubleshooting skills.
• Exceptional relationship management skills.
• Ability to motivate, develop, and effectively manage team members.
• Self-motivated with the ability to adapt to shifting priorities.

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 insurance options: life, accident, cancer, critical illness, identity theft protection, and legal coverage.
• Three medical plan offerings: High Deductible Health Plan (HDHP), HMO (available in select states), and a co-pay medical plan.
• Health Savings Account (HSA) with company core contribution and match (per pay period for HDHP enrollees).
• Flexible Spending Accounts (FSA) and Dependent Care Savings Account.
• Dental and vision insurance plans.
• 9 company-paid holidays, including the day after Thanksgiving.
• Generous paid time off 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 company match per pay period.
• Student Loan Payment Match.

Pay

Pay range: USD $65,000.00 – $90,000.00 per year. Compensation is determined based on responsibilities, requirements, skills, experience, qualifications, internal equity, market data, and business needs.