Job Description

The Business Travel Operations Manager - Emergency Services is responsible for providing positive and supportive front-line leadership by developing and maintaining associates within a professional team capable of fulfilling the mission of Fox World Travel. This person will lead the associates to achieve the highest level of customer service expectations, revenue growth and profitability with an ultimate goal of ensuring agreed upon service level agreements are adhered to and that an exceptional quality of service is delivered to all clients. This is a hands-on role requiring experience in handling reservations for domestic, group air, online queue fulfillment, quality fulfillment, international business travel needs and working with customers and VIP clients.

A day in the life of the Business Travel Operations Manager - Emergency Services may include:

• Conducting regular audits of associates' reservations and call logs to ensure proper documentation of all Emergency Service bookings.
• Maintaining the associate's schedule, and proactively monitoring world airline disruptions to ensure proper staffing levels are met.
• Ensuring that members of the team are provided a platform to achieve their goals, whether developmental or role critical, by providing ongoing honest feedback both positive and improvement related.
• Ensuring and maintaining a work environment that attracts and retains high quality employees.
• Supporting associates by taking calls and booking reservations when workload exceeds staffing levels.
• Developing new and existing associates with ongoing training and support needs as required.
• Coaching and developing associates toward achieving their professional goals by offering constructive feedback through monthly one on one meetings and annual reviews.
• Striving for continual improvement through training and constructive feedback.
• Always maintaining an optimum schedule and monitoring shifts to ensure proper staffing coverage.
• Recommending solutions or escalating service issues in a timely manner for support.
• Updating knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Conducting and participating in new hire interviews and making recommendations of qualified candidates.
• Monitoring team members' daily productivity and re-distribute work as necessary.
• Ensuring proper human resources and company processes and policies are followed.
• Ensuring that established goals and expectations are communicated to and met by each member of the team.
• Promoting positive team reinforcement/reward and recognition.
• Timely and accurate completion of required reports and employee tracking.
• Providing assistance with departmental project management needs, such as scope creation, deadline monitoring, key stakeholder updates, creation of standard operating procedures, etc.
• Aiding in internal and external customer facing support as needed.
• Participating in reviews with Client Solution Managers as needed.
• Executing disciplinary action up to and including termination.
• Maintaining a high level of proficiency in internal processes, technology, and Smartpoint that is being used by associates.
• Partnering with Client Solutions to build business account relationships and manage the value Fox World Travel provides to clients.
• Fostering effective communication with internal and external customers.
• Participation in manager and staff meetings to provide internal communication with staff regarding vendor and Fox related issues.
• Leading by example to reinforce superior customer service and professionalism.
• Meeting and exceeding customer expectations by managing customer service to agreed-upon levels related to quality and productivity and providing value added solutions and recommendations.
• Ensuring that internal expertise is utilized within your team (knowledge management) with a focus on peer to peer, rather than always top-down coaching to support a team environment.
• Maintaining a high level of availability and responsiveness to staff needs. Providing the primary leadership role for any support needed for phones, system connectivity, and other related issues/concerns.
• 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:

• Personal effectiveness/credibility.
• Organizational, planning, and research skills.
• A high level of communication proficiency – verbal and written, with appropriate use of grammar.
• Information gathering and analytical skills.
• The ability to collaborate and are strategically oriented.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy.
• Ability to comfortably deal with highly complex situations.

This opportunity might be for you if you have:

• At least 5 years’ progressive corporate travel experience.
• Proven ability to lead and coach successfully with at least 2 years of prior managerial experience.
• Some post-secondary education in Business Administration, Management or related field (preferred).
• International experience (required).
• GDS proficiency (Travelport Smartpoint preferred).
• The ability to manage multiple competing priorities while demonstrating the ability to remain flexible in a changing work environment.
• Strong knowledge and demonstrated proficiency of all Microsoft Office Applications.
• Experience in all facets of business travel to include support functions, group air reservations, domestic and international reservations, thorough understanding of front, mid and back-office functions, processing exchanges, and online queue fulfillment.
• Ability to work effectively in a team environment.
• Ability to gather and analyze statistical data, generate reports, and to plan, coordinate and administer complex administrative systems and processes.
• The ability to work flexible hours.
• The ability to communicate with confidence and create a credible impression.
• Effective listening skills with ability to determine root cause quickly, check for shared understanding, and address misunderstandings promptly.
• The ability to develop strong, trusting relationships to gain support and achieve results.
• Self-motivation and demonstrated initiative with a strong commitment to personal goals, objectives, and work ethic.
• Excellent attention to detail and accuracy.
• Exceptional interpersonal and organizational skills.

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

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift

Application Question(s):

• Do you have travel industry experience?
• Do you have experience working at a travel management company?
• How many years of corporate travel experience do you have?
• How many years of Management experience do you have?
• What team and leadership skills are your strongest?
• Do you have experience managing an after-hours team?
• How many direct reports have you managed in the past?
• Please describe your GDS (Global Distribution System) experience.
• What are you passionate about?
• How does this position fit within your long-term goals?
• What type of work culture do you desire?
• What are your wage expectations?

Work Location: Remote

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