Hybrid Director, Corporate Travel Ops & AI Innovation

AAA Club Alliance; Cincinnati (OH); Hybrid; USD 105.000 - 170.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision

401k with company match

Paid parental leave

PTO + holidays

AAA Membership

Learning reimbursement

Zusammenfassung

AAA Club Alliance in the United States seeks a Director, Corporate Travel Operations to lead a 24x7x365 service center serving travelers via voice, chat, text and email. You will oversee 70+ staff across domestic and international teams, shape the operating model with automation and AI, and partner with Travel Technology, Sales and HR to drive performance and client retention.

This hybrid role is based in Cincinnati, OH or Wilmington, DE with three days on site.

Qualifikationen

• 10+ years of progressive leadership experience in corporate travel operations or similar high-volume service contexts.
• Experience leading a 24x7x365 call center across multiple channels and virtual teams.
• Strong working knowledge of Sabre; direct Sabre operational experience is strongly preferred.
• Experience with Genesys or a comparable cloud contact-center platform, including routing, workforce management, quality management, reporting and digital channels.
• Experience implementing or optimizing automation, workflow, robotic process automation or employee-assist technologies in a travel environment.
• Demonstrated record of using automation, analytics and AI-enabled capabilities to improve capacity, service, quality or cost while sustaining appropriate human oversight and employee adoption.
• Experience owning budgets, workforce plans, operational metrics and improvement portfolios, with the ability to quantify business cases and realized benefits.
• Experience supporting client retention, implementations, business reviews and executive or prospect presentations is preferred.

Aufgaben

• Set and execute the operating strategy for a 24x7x365, multi-team corporate travel service center.
• Lead, develop and hold accountable managers and operational leaders across domestic, international and specialized service teams.
• Own omnichannel service delivery across voice, chat, text and email with channel strategy and escalation practices.
• Direct workforce planning and capacity management using demand forecasts and cross-training.
• Establish and monitor operational scorecards and SLAs including response time, speed to answer and traveler satisfaction.
• Build and deliver an automation and AI-enabled operations roadmap with Travel Technology and enterprise teams.

Kenntnisse

Strategic leadership

GDS knowledge

Contact-center analytics

AI & automation

Data literacy

People leadership

Budgeting & finance

Stakeholder management

Executive communication

Cross-functional collaboration

Ausbildung

Bachelor’s degree in business, travel, operations, technology, or related field

10+ years leadership experience

Tools

Sabre

Genesys

Mid-office systems

Jobbeschreibung

AAA Club Alliance in the United States seeks a Director, Corporate Travel Operations to lead a 24x7x365 service center serving travelers via voice, chat, text and email. You will oversee 70+ staff across domestic and international teams, shape the operating model with automation and AI, and partner with Travel Technology, Sales and HR to drive performance and client retention.

This hybrid role is based in Cincinnati, OH or Wilmington, DE with three days on site.