A day in the life of the Director - Business Travel Operations Domestic may include:

• Directing the operations to ensure results performance and quality, setting clear expectations, controlling operating expenses, ensuring proper staffing levels, monitoring associate service, and supporting a best in class technology suite to our customers and associates.
• Aligning with Business Travel Operations leadership on strategies for overall service delivery and operation management; partner with Contact Center Administrator to effectively and efficiently manage customer contacts and agent interactions.
• Providing effective coaching and leadership to domestic operations, focusing on continuous employee development through training and targeted experience.
• Performing direct and indirect management of all vertical personnel, including but not limited to domestic Operations Managers and agent teams.
• Participating in statement of work development and scope management as required to ensure operational efficiency and profitability.
• Creating innovative ideas and solutions that assist in achieving business goals and inspiring innovation by encouraging associates and customers to share ideas and suggestions that will improve Fox through operational or technological efficiencies or service enhancement opportunities.
• Driving continuous improvement of operational processes and supporting technology solutions, by evaluating opportunities, recommending solutions and leading the change implementation.
• Supporting company strategic initiatives and objectives as a project leader and/or key stakeholder.
• Serving as a technology system co-owner, in collaboration with technology teams, by leading the product strategy and application of technology systems impacting domestic operations.
• Monitoring and reporting on strategic key performance indicators for business travel.
• Ensuring standard operating procedures (SOPs) are implemented, for all existing processes and continuous improvement efforts; communicating new and revised processes to the organization.
• Creating and maintaining high performance teams and cross-functional partnerships throughout the organization.
• Collaborating with both Global Sales and Client Solutions to develop custom technology or operations driven solutions to support new business growth and ongoing customer retention.
• Participating in the creation of service level agreements, and ensuring agreements are exceeded by the Fox teams supporting the customer.
• Providing sponsorship to key account implementations.
• Facilitating customized, creative solutions and intelligence during the sales process.
• Actively supporting the sales team by participating in sales team preparation, proposal development, and presentation process as a general business travel operations subject matter expert.
• Maintaining a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you:

• Have strategic focus: ability to formulate improvement plans and adjust to changing business conditions
• Are proactive and have a consultative approach
• Have personal effectiveness/credibility
• Have organizational and planning skills
• Are customer-focused and service-oriented
• Are communication proficient – verbal and written; appropriate use of grammar
• Have information gathering and monitoring skills
• Have problem analysis and problems solving skills
• Have sound judgment and decision-making ability
• Have attention to detail and accuracy
• Can comfortably deal with highly complex situations
• Are flexible: have the ability to work efficiently and effectively with frequent interruptions

This opportunity might be for you if you have:

• 10+ years progressive travel industry experience including 5+ years of direct staff management
• Proficiency in project management
• Excellent verbal and written communication skills
• Strong process analysis, problem solving, and time management skills
• Expert level knowledge of front, mid and back-office functions
• GDS proficiency, Travelport Smartpoint and Apollo (preferred)
• Strong knowledge and demonstrated proficiency of all Microsoft Office Applications
• Ability to work on multiple projects concurrently
• Ability to communicate with confidence
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly
• Self-motivation; can demonstrate initiative with a strong commitment to personal goals, objectives and work ethic

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, disability, company sponsored life insurance, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership team dedicated to treating associates like part of the family!
If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.
Work hard, play hard and travel often with the Fox World Travel Team today!
Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

Please review our Privacy Policy at https://www.foxworldtravel.com/privacy-policy/ to see how we protect and manage your submitted data.

Job Type: Full-time

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