Manager, Agency Operations

Role Overview

• Lead and inspire a team of corporate travel counselors and operational support staff, fostering a culture of accountability, collaboration, and innovation.
• Act as a coach and mentor, developing team members through regular performance reviews, one-on-one coaching, and training initiatives.
• Promote transparency and open communication, ensuring alignment between business objectives and team priorities.
• Create a positive and adaptable work environment, encouraging flexibility and a problem-solving mindset.
• Evaluate existing workflows, and drive process improvements that reduce inefficiencies and improve service quality.
• Identify and implement automation and technology-driven solutions to streamline operations.
• Partner with leadership to develop and execute strategic initiatives that support operational scalability and long-term success.
• Analyze data, performance metrics, and customer feedback to identify opportunities for innovation and increased efficiency.
• Ensure compliance with company policies, industry regulations, and client-specific requirements while maintaining operational flexibility.
• Act as a strategic partner to internal stakeholders, ensuring operational decisions align with client needs and business goals.
• Serve as an escalation point for complex service issues, proactively resolving challenges with a customer-first approach.
• Work closely with Account Management to ensure seamless communication and alignment between client expectations and service delivery.
• Build strong relationships with external vendors and partners to enhance operational efficiency.
• Use data-driven analysis to anticipate challenges and drive strategic improvements that enhance productivity and cost-effectiveness.
• Continuously monitor key performance indicators (KPIs) and adjust strategies to drive performance improvements.

Requirements

• 5+ years of experience in corporate travel operations and customer service or account management.
• 3+ years of leadership experience managing a virtual or distributed team.
• Proven ability to drive process improvements and implement automation strategies that enhance efficiency and service delivery.
• Strong organizational and leadership skills with a track record of strategic decision-making and operational problem-solving.
• Exceptional analytical skills, with the ability to assess operational data and formulate long-term solutions rather than short-term fixes.
• Excellent communication, collaboration, and team engagement abilities, ensuring alignment across departments and stakeholders.
• Ability to work independently, make confident decisions, and take ownership of complex projects from concept to execution.
• Demonstrated ability to apply analytical thinking and excellent business judgment with a general curiosity about how things work and a passion to create world class programs for our customers.
• Strong knowledge of corporate travel booking systems, workflows, and industry trends.
• Experience with leveraging technology, automation, and AI-driven solutions to enhance efficiency.
• Proficiency in travel management software, CRM systems, and operational analytics tools.
• Ability to implement and work with emerging technologies that drive automation and efficiency.
• Strong working knowledge of Microsoft Office, Google Workspace, and other collaboration tools.

Benefits

• Health insurance
• Flexible work arrangements
• Professional development opportunities
• Remote work options