Operations Manager - Remote
As a key member of the Canada West Region team, the Operations Manager will be responsible for the daily management of operation services to ensure profitability, client satisfaction, and employee engagement. This position will provide leadership and direction necessary to engage and develop staff, manage costs, increase revenue, encourage innovative and cross-functional thinking, while maintaining excellence in the delivery of service to clients.
This role will work closely with other Managers, Director and team members and report to Director of Customer Experience and Employee Engagement.
This is a fully remote position but must be prepared to work Mountain Time Zone hours. Preference will be given to those that live within a commutable distance to Calgary, Alberta.
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Supports and adheres to DT’s philosophy, policies, procedures, corporate goals, and department goals
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Manages activities of business operation to ensure profitability and quality
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Sets clear, measurable performance targets
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Encourages necessary training and staff development
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Provides industry and DT tools to best serve the customer
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Monitors performance against SLAs and takes steps to make adjustments as necessary to maintain contract requirements and DT profitability
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Monitors trends and patterns in agent and team performance to identify problem areas and takes immediate corrective action for continuous improvement
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Works across teams and account management to identify a clear understanding of client needs
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Balances the needs of clients and the company in effectively resolving issues and complaints
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Provides information, tools, and coaching to the front line and or supervisory staff to create an engaged workforce
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Develops and maintains communication with teams to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
Initiates projects and makes recommendations to improve the profitability of the operation
Collaborates with other managers in region to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
Actively participates in monthly and quarterly meetings and reviews with accounts
Maintains knowledge of current industry events, changes, and new development in the travel industry
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position
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Ability to travel up to 10%
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Account leadership/collaboration
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Knowledge and experience with ticketing and pricing rules
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Ability to work in an ambiguous, rapidly changing environment
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Independent action and decision making typically supported by established practices that will impact business performance and employee engagement
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Excellent self-leadership
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Excellent verbal and written communication skills
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Guidance and development of the front line staff
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Strong customer service
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Passion for the customer experience
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Goal oriented
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Knowledge of Outlook and Microsoft platforms
Direct Travel is an EOE/AA/Veteran/People with Disabilities employer.
About Direct Travel
Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 11th on Travel Weekly’s Power List. For more information, visit www.dt.com.