Executive Director, Operations

Corporate Travel Management (CTM) Group; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Company Paid Short-Term Disability

Health Insurance

401(k) Plan with match

Job summary

CTM NA is seeking an Executive Director, Operations to deliver efficient external and internal services across North America. You will align with leadership to implement operating rhythms, drive process improvements, and oversee the health of overall business operations cadence.

The role emphasizes leadership, data-driven decision making, and customer-centric service, with potential for flexible work arrangements and travel as needed.

Qualifications

• At least 10 years’ experience in TMC operations with minimum 3 years in a director role.
• Strong commercial acumen and knowledge of fares and ticketing; front reservation and mid office systems knowledge essential.
• Proven ability to develop and implement business processes, improvements, and change management.

Responsibilities

• Be a leader who inspires a shared vision and stewardship of company values.
• Use data that gives the team a baseline for action.
• Lead by example, nurture employees to become self-directed and perform at their best.
• Foster collaboration and provide direction in the team’s work.
• Monitor challenges, listen actively, and help solve problems.
• Measure and report progress to stakeholders; drive customer-centric experiences.

Skills

Leadership

Data analysis

Cross-functional collaboration

Communication

Microsoft Office

Tools

Front reservation systems

Mid office systems

Fares and ticketing

Job description

Summary of Position

The Executive Director, Operations will handle delivering efficient external and internal services to all regions/Business Units across North America. This role will work closely with the leadership teams to understand operations and/or product need and how to implement operating rhythms, enable process improvements, and watch the health of the overall business operations cadence.

Schedule / Shift

Standard

Responsibilities and Duties

• Be a leader who inspire a shared vision and stewardship of company values
• Use data that gives the team a baseline for action.
• Be a leader that values positive relationships in the office and nurture his or her employees to become self-directed individuals who will produce their best work
• Strong focus on being better together: intentional collaboration and provide meaning and direction in the team’s work
• Working closely with team by actively listening to understand challenges that need to be solved.
• Measuring and reporting to other stakeholders about the efforts and successes of the team
• Enabling the team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks
• Creating a positive and productive work environment. Help the team fulfill their duties, reach their goals, and enjoy their work
• Understands, defines, and delivers the purpose, requirements, and desired results of Company and/or Departmental programs that will affect and/or leverage Operations
• Attract, keep, and develop leaders and managers who share the CTM values and culture to ensure company growth
• Supply leadership and guidance to team, prioritizing and assigning projects ensuring best results.
• Anticipate obstacles with a successful completion of other projects. Seek solution to such obstacles and communicate these to those involved with the project.
• Oversee the established standards for key initiatives while partnering with counterparts to grow key concepts.
• Leverage feedback from internal customers, build quantified, substantiated business cases to drive upstream process improvements
• Effectively manage an ever-evolving workload, while confidently adjusting team priorities, decisions, and actions to respond to changing business demands, unanticipated events, and latest information
• Domestic (and global) travel may be a requirement for this position. An accommodation may be considered under the Americans with Disabilities Act, but a bona fide reason must exist. The company will engage in the interactive process as necessary.

Leadership Responsibilities

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

Required of all CTM Positions

• Embrace CTM’s core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure – is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

Education and Experience

• At least 10 years’ experience in TMC operations with minimum 3 years in a director role
• Strong commercial acumen and technical process knowledge including fares and ticketing; Front reservation and mid office systems knowledge essential
• Demonstrated ability in developing and implementing business processes improvement and change management
• Strong interpersonal and communication skills with ability to develop relationships at all levels
• Proven leadership and teamwork skills
• Demonstrated success in developing, implementing, and enhancing efficient business processes Strong customer focus – with travel industry experience essential

Knowledge, Skills, And Abilities

• High degree of flexibility and ability to deal with change, growth, and pressure
• Positive persuasiveness and influencing ability
• Results orientation and deadline driven
• Judgement and decision making
• Flexibility and adaptability
• Leadershipand Oral communication
• Relationship building

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at [e-mail]. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

Benefits Program

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

Pay Range

USD $90,000.00 - USD $140,000.00 /Yr.