Job Description

Travel Edge is the largest luxury-focused travel agency in North America with over 750 advisors, planners and travel experts specializing in Leisure, Corporate & Events travel. At Travel Edge we believe in the power of travel, our people, the technology they use, and giving back to the communities in which we operate. Our luxury advisors are at the core of everything we do and specialize in air, hotel, cruise, tours, and VIP travel, where our Corporate Travel Consultants are the experts in providing tailored, full-service travel management solutions to our business clients. We\'re seeking someone to lead our corporate agent teams driving meaningful change in an entrepreneurial environment. This role offers the chance to bring key initiatives to life. The Director of Operations will be responsible for developing, coaching, and building our Business Travel teams across North America. This person will help build our Concierge and VIP offerings and work closely with the Solutions Management team and Director of Technology to create more efficiencies within the business. The agent Team Leaders will report into this person and will be responsible for dealing with any operational escalations that arise. They will collaborate with and influence senior leadership and a variety of other stakeholders and will have a passion for our people, our culture and client satisfaction. Key Accountabilities:

• Coaching and development of the Business Travel teams (TMC and Concierge)
• Lead further development of Concierge service offering
• Streamline and manage proactive issue resolution program for service escalations
• Work closely with Director of Technology and Director of Solutions Management to improve frontline systems and processes
• Help define business requirements and deliverables to achieve & exceed budget & KPIs
• Hold agents & Team Leads accountable for KPIs and customer service
• Present progress & problems while providing solutions to corporate executive team
• Work closely with Customer Success team to enhance service levels and quickly resolve client escalations
• Assist recruitment with interviews to grow agent teams in specified time zones
• Participate in client reviews, executive presentations and sales pitches when required
• Attend monthly leadership meetings with Corporate Executive Team
• Other responsibilities as required by VP, including being available afterhours in the case of an emergency

Qualifications

• Bachelor\'s degree and a minimum five years of related experience - preferred
• 3 years operation management experience
• Excellent communication and presentation skills
• Proficiency in Sabre strongly preferred
• Understanding of premium and luxury travel markets
• Proven skills in problem-solving, strategic thinking, persuasion, relationship, and change management
• Maturity and leadership in dealing with complex situations, working with cross-functional teams, collaboration, and the ability to influence decision makers
• Experience with travel industry trends and strong knowledge of airline, hotel, and car vendors
• Must be confident having difficult conversations and holding team accountable for KPIs
• Excellent skills in coaching, development, and upholding company culture
• Naturally curious with a strong determination to work around obstacles and attention to detail
• Takes ownership, initiative and is self-directed with a strategic mindset
• Hands-on with high energy, an entrepreneurial spirit, and a positive attitude

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.
We thank all candidates for their interest however only those selected for an interview will be contacted.