Note: The job is a remote job and is open to candidates in USA. ADTRAV Travel Management, founded in 1977, has extensive experience in managing various travel programs across the United States. They are seeking a Director of Government Operations responsible for leading multiple government operations teams, ensuring effective utilization of labor and processes, and fostering a high-performing team environment.
Responsibilities
- Provide day-to-day leadership, including coaching and training, of the Manager Government 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 Government Operations to address concerns and ensure action plans are executed
- Monitor KPIs and SLAs and ensure Manager Government 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
Skills
- 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 government travel agent team
- 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, government travel regulations and Sabre GDS
- At least 5 years of government travel consultant/travel agent experience, preferably in a call center environment
- Working knowledge and proficiency in Fly America Open Skies and federal travel regulations
- Experience with Microsoft Office suite (Outlook, Word, Excel)
- Analytic and decisive with ability to prioritize and communicate objectives
- Excellent English written and verbal communication skills
- Strong attention to detail with emphasis on accuracy and quality
- Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure
- Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed
- Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively
- Ability to work remotely and meet the company home-office 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
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Flexible Spending Accounts
- 401(k)
- PTO
Company Overview