Director, 24/7 Corporate Travel Operations — Hybrid

AAA Club Alliance; Wilmington (DE); Hybrid; USD 105,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plan

Paid parental leave

401k plan with company match up to 7%

2+ weeks PTO

Paid company holidays

Volunteer day per year

AAA Membership

Learning reimbursement

Job summary

AAA Club Alliance seeks a Director, Corporate Travel Operations to lead a 24x7 travel service center across voice, chat, text and email. You will shape strategy, drive performance and transformation, overseeing 70+ employees and coordinating with Travel Technology, Sales and HR to optimize Sabre, Genesys and AI-enabled workflows.

Hybrid role based in Cincinnati, OH or Wilmington, DE; you’ll own budget and client-retention initiatives, ensure traveler safety and privacy, and elevate service

Qualifications

• 10+ years of progressive leadership experience in corporate travel operations or a similar complex service environment.
• Experience leading a 24x7x365 call center or travel service operation across multiple channels.
• Strong working knowledge of Sabre or a comparable GDS; direct Sabre experience preferred.
• Experience with Genesys or a cloud contact-center platform.
• Experience implementing or optimizing mid-office, quality-control, fulfillment, workflow, RPA or AI-enabled technologies.
• Proven budgeting and financial management experience.

Responsibilities

• Set and execute the operating strategy for a 24x7x365 corporate travel service center with measurable outcomes.
• Lead managers and leaders across domestic, international, VIP, after-hours and group air teams.
• Own omnichannel service delivery across voice, chat, text and email.
• Direct workforce planning and capacity management to meet client commitments.
• Establish and monitor scorecards and SLAs; drive corrective actions when needed.
• Build and deliver an automation and AI-enabled operations roadmap with stakeholders.
• Ensure human oversight for AI initiatives, traveler safety and privacy.
• Optimize Sabre workflows, Genesys routing and fulfillment automation.
• Redesign processes to increase capacity for high-value traveler needs.
• Lead change management for new technology deployments.
• Maintain readiness for disruptions and ensure business continuity.
• Own operating budget and expense performance; partner on client retention and growth.
• Collaborate with Sales on presentations and solutions; communicate capabilities to clients.
• Establish compliant operating policies and knowledge-management practices.
• Monitor trends and adopt practices with measurable business value.
• Foster an inclusive, high-performing culture.

Skills

Leadership

Operations management

AI & automation

Omnichannel service

Budgeting

Education

Bachelor’s degree in business or related field

Tools

Sabre

Genesys

RPA

Job description

AAA Club Alliance seeks a Director, Corporate Travel Operations to lead a 24x7 travel service center across voice, chat, text and email. You will shape strategy, drive performance and transformation, overseeing 70+ employees and coordinating with Travel Technology, Sales and HR to optimize Sabre, Genesys and AI-enabled workflows.

Hybrid role based in Cincinnati, OH or Wilmington, DE; you’ll own budget and client-retention initiatives, ensure traveler safety and privacy, and elevate service