Corporate Travel Management (CTM) Group

Operations

• Program management from concept to completion; to include meeting and striving to exceed program goals, and objectives, contracting with suppliers, creating cost estimates for budget purposes, program execution and reconciliation.
• Lead discovery calls to engage customer and learn about the meeting needs focusing on the goals and objectives of the program.
• Include all internal stakeholders.
• Make destination recommendations; submit eRFP’s through meeting tool for a diverse group of customers with consideration of the program goals, objectives, budget, and space requirements.
• Produce accurate documents/reports for clients and vendors in conjunction with account needs.
• Conduct effective vendor negotiations and contract execution to include terms, due dates, cost savings and concessions for hotel/venue, ground transportation, DMC, audio-visual production, food & beverage, optional activities, and other suppliers contributing to the success of the program.
• Facilitate contract execution between the parties in a timely manner.
• Provide meeting owner/requester a summary of all terms, due dates, total costs, and deposits to meet and exceed program timelines and deadlines.
• Record accurate budget, cost, savings, and contract execution in meeting tool or applicable technology.
• Provide exceptional service and manage the relationship with the meeting owner.
• Proactively offer professional recommendations to the client based on industry knowledge and expertise.
• Secure repeat business.
• Demonstrate a collaborative work style by using a consultative approach with clients, and peers, to quickly assess information, anticipate issues and outcomes, and make effective recommendations including ability to draw clear conclusions.
• Escalate to leadership for guidance when necessary.

Operations Meeting Planner

Director

• Lead the migration from siloed channel operations to a blended, skill-based Omnichannel workforce model
• Define and implement universal queue and routing strategies across voice, chat, email, and digital channels
• Align workforce structures to support end-to-end traveler journeys vs. channel-specific handling
• Partner with Technology to embed WEM capabilities into CCaaS (Contact Center as a Service)
• Integrate AI-driven capabilities including: Intelligent forecasting and capacity planning, Automated scheduling and intraday optimization, Real-time agent assist and copilots, Chatbots and virtual agents for demand deflection
• Drive adoption of predictive and prescriptive analytics to improve decision-making
• Establish governance for human + AI blended workforce models
• Own global workforce planning across regions (NA, offshore, global expansion)
• Optimize: Headcount models and staffing ratios, shrinkage and occupancy, cost-to-serve by channel and customer segment
• Build scalable models to support offshoring and BPO integration without service degradation
• Establish productivity standards across channels (e.g., transactions per hour, blended utilization)
• Drive improvements in metrics: agent efficiency, revenue per booking/transaction, first contact resolution, customer satisfaction
• Implement real-time performance management frameworks with actionable insights
• Redesign the agent experience for Omnichannel delivery: Unified desktop experience, Simplified workflows, AI-assisted guidance
• Lead engagement strategies that improve: retention, training effectiveness, multi-skill enablement
• Build executive-level reporting across: Workforce efficiency, Service performance (SLA, ASA, response times), Financial outcomes (cost, revenue yield)
• Deliver actionable insights linking workforce decisions to client experience and profitability
• Establish global governance standards for WEM practices

Director, Workforce Engagement Management

• A Sr. Process Manager has a solid background in processing management or operations management, The role will analyse, maps, and optimizes organizational workflows to improve efficiency and productivity for our front-line operation teams.
• Identify bottlenecks, document current/future states using flowcharting tools, and implement improvements.
• Key responsibilities include cross-functional collaboration, performance monitoring, and standardizing operations.
• Design and deploy improvements, such as automation, standard operating procedures (SOPs), or reorganization of tasks.
• Analysing existing business processes to identify inefficiencies or bottlenecks.
• Designing and implementing strategies for process optimisation, cost reduction, and quality enhancement.
• Developing and maintaining process documentation to ensure clear communication of workflows across operational teams.
• Member of cross-functional teams to drive continuous process improvement initiatives and ensuring alignment of processes with business goals.
• Implementing new technologies or tools for agent workflow processing and opportunities to automate and streamline processes.
• Partner with training and support to staff on new processes and best practices.
• Facilitate and deliver process maps and process redesign sessions with relevant stakeholders.
• Assess and manage risks associated with process changes and workflow optimisations.
• Maintain a customer-centric approach while designing processes to enhance internal customer satisfaction.
• Monitor and report on the success of process changes using relevant metrics and data.

Senior Process Manager

• To promote a strong collaborative team that delivers optimum customer service and productivity.
• Responsible to align individual performance expectations with team goals.
• Ensure that performance goals are clearly communicated while providing assistance, guidance and coaching support as needed.
• Successfully perform all duties of a Corporate Travel Advisor.
• Effectively communicate with team and management to promote an engaged and productive staff and to ensure goals are met.
• Manage scheduling advisors to ensure all clients' travel needs or concerns are addressed.
• Manage overtime as necessary, per office guidelines.
• Oversee queue management and ensure that all tasks within the team are completed.
• Coach a team of travel advisors to positively, efficiently and proactively address client requests.
• Provide feedback.
• Act as a resource and support for advisors, clients, and account management to answer questions regarding operational formats, applications, processes, procedures and company policies.
• Partner with account management and the client to build a strong professional relationship and ensure satisfaction is achieved and expectations exceeded.
• Conduct monthly 1:1s and performance recaps with each direct report.
• Lead by example. Promote and follow guidelines set forth in the Standards of Professional Conduct.
• Support management decisions within the office and ask appropriate questions to ensure understanding of any change or new procedures.
• Keep abreast of industry developments.
• Assist or take the lead in handling customer service issues. Provide guidance and encourage the travel advisor to solve the problem when possible.
• Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled.
• Closely monitor staffing and all omni channel service levels throughout the day to ensure goals are met.

Supervisor, Operations

Product Operations

• Design and implement scalable product governance frameworks.
• Define lifecycle processes, intake models, and decision rights.
• Continuously improve operational maturity and predictability.
• Maintain synchronization between North America and global roadmaps.
• Surface and manage cross-regional dependencies early.
• Provide a transparent portfolio view to reduce duplication and misalignment.
• Facilitate consistent prioritization sessions grounded in business impact.
• Standardize decision criteria and documentation practices.
• Drive repeatable planning cycles balancing regional and global needs.
• Partner with Analytics to define and operationalize success metrics.
• Embed outcome-based reporting into quarterly reviews.
• Provide structured visibility into risks, tradeoffs, and performance indicators.
• Lead adoption of quarterly reviews, roadmap updates, and retrospectives.
• Establish consistent templates and reporting standards.
• Promote accountability and continuous improvement.
• Serve as liaison between Product, Engineering, Customer Success, and executives.
• Translate strategy into structured execution frameworks.
• Provide portfolio-level insights to support informed investment decisions.

Product Operations Manager

Vice President

• Own Level 3 support escalations across all regions, ensuring consistent and timely resolution of escalations beyond regional Level 2 capability.
• Partner with Global Engineering (Level 4) on issues requiring code fixes, architecture changes, or release-based remediation.
• Ensure disciplined escalation management aligned with the defined global support framework.
• Monitor systemic patterns and recurring issues, escalating root-cause insights to Product and Engineering.
• Maintain global visibility into platform health, product utilisation, escalation trends, and service quality metrics.
• Lead delivery of high-complexity configurations and multi-system integrations.
• Establish and maintain global configuration standards for complex implementations.
• Support partner implementations, ensuring consistency in global platform setup and quality control.
• Drive continuous improvement in support processes, documentation, and knowledge management.
• Develop and maintain global training frameworks to ensure consistent onboarding and product adoption.

VP Global Platform Support

Account Manager

• Create and maintain a measurable business plan for corporate clients, to include a strategic travel management program.
• Identify cost and efficiency improvements in all aspects of client relationships through the analysis of management information and regular dialogue with client and shareholders.
• Introduce quality performance metrics where appropriate.
• Monitor and review service level agreements with the client.
• Manage the contractual terms and conditions of the client relationship and financial agreements in place including payments.
• Monitor the profitability of each account.
• Liaise with all internal international CTM and agency partner departments and staff involved with the client to deliver consistent products and services.
• Work closely with Operations to ensure optimum service delivery.
• Plan and attend client implementation and review meetings.
• Identify opportunities for commercial incentives and co-ordinate meetings with suppliers on behalf of and with clients.
• Review and recommend improvements to the client travel policy and buying procedures.
• Ensure the accuracy and timely delivery of management information.
• Maintain market and competitor awareness and brief clients on strategic developments in the industry.