Director of Specialty Travel Operations

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country. ADTRAV is seeking a Director of Specialty Operations to be responsible for the implementation of operational activities for multiple operations teams to obtain the most efficient utilization of labor and processes. This position facilitates and executes the company’s strategy through building alignment and developing the capabilities of direct reports and their teams. This position has access to data and travelers as part of a government contract. Candidates for this position are required to be a US Citizen per contract requirements and pass extensive government clearances, that include reviewing criminal history, credit, employment, and IRS tax information. Essential Duties and Responsibilities include the following: Provide day-to-day leadership, including coaching and training, of the Manager Operations on how to effectively manage their team related to policies and procedures of the company. Set goals and objectives for direct reports and provide guidance to them to ensure they know what is expected in their position and in the company. Ensure direct reports are actively managing their teams and creating a positive and high performing team environment. Review department reporting and create action plans with manager on how to correct any deficiencies. Conduct weekly individual and team meetings. Develop, mentor, and lead employees to foster an environment of teamwork and accountability. Provide constructive feedback and identify areas of improvement for team and work to develop objectives to meet these needs. Conduct performance appraisals and disciplinary documentation on team, in accordance with HR policies and procedures. Be knowledgeable and trained in direct reports duties and be able to perform the job functions as needed. Understand and utilize various applications to assist agents and clients, including GDS, online booking tools, ADTRAV products and various internal applications. Support company goals and objectives by providing leadership on issues that involve cost, quality, processes, scheduling, and people. Become knowledgeable in ADTRAV's industry and customer base. Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients. Work with senior and executive leadership to identify, develop and implement improvement roadmaps related to process and workflow efficiencies. Review work of direct reports and key decisions to ensure company objectives and timelines are achieved as well as the execution of programs are accomplished. Assist with the identification of high and low performing employees and create development and training opportunities. Serve as an escalation for client issues, attending client meetings and working with Manager Operations to address concerns and ensure action plans are executed. Monitor KPIs and SLAs and ensure Manager Operations is meeting the client expectations and attaining the SLAs/KPIs, e.g., call and email volume, transaction rates, client/travel satisfaction, overdue tasks, and agent errors. Work collaboratively with the Training Manager and other leadership on evaluating call volume and training needs to ensure we are servicing our clients to their expectations. Participate in the recruiting process by interviewing and selecting new team members. Adhere to company policies and procedures. Other duties as assigned. Qualifications: High school diploma or equivalent required; Bachelor’s Degree preferred. Highly self-motivated leader, able to manage multiple tasks/responsibilities, both strategic and tactical, in a fast-paced environment and with minimal supervision. At least 5 years managing a travel agent team. Experience with VIP, Group Air and/or After Hours teams preferred. Proven experience developing high-performing teams and providing effective coaching and mentoring. Exhibits leadership traits to motivate, communicate, and provide feedback as a hands-on, highly organized and directed leader. Exercises discretion and judgment when providing feedback, guidance, clarification, and disciplinary action. Able to work collaboratively with different departments, managers, and clients to execute business objectives. Strong knowledge of the travel industry, corporate and government travel regulations and Sabre GDS. At least 5 years of travel consultant/travel agent experience, preferably in a call center environment. Working knowledge and proficiency in Fly America Open Skies and federal travel regulations. Highly proficient in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and PowerPoint. Strong technical aptitude with the ability to quickly learn and effectively utilize multiple software applications simultaneously. Analytic and decisive with ability to prioritize and communicate objectives. Excellent English verbal and written communication skills, including strong business writing abilities. Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively. Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure. Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction. Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and business partners. Ability to work remotely while meeting company home office and productivity requirements. Able to sit and work at a computer for extended periods of time, without leaving the work area. Able to work a schedule between Monday-Friday, 7am-7pm CT, and after hours, weekends, and holidays as needed. Able to travel up to 20% as needed for client and company meetings. Able to maintain confidentiality of company and client information. Able to successfully pass a credit, criminal, and/or employment reference background check. This position has access to data as part of a government contract, and it is a requirement of the contract for individuals to be a U.S. citizen. Candidates must be able to show proof upon hire that they meet this requirement. Able to successfully pass a government clearance process as required by clients. The salary range for this position is $110,000-125,000; we may consider pay outside this range. Pay is based on senior management or director experience in a TMC and experience with managing specialty teams (VIP, Group Air, After Hours). ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO. ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.