Operations Manager – VIP M&E
Corporate Travel Management (CTM) Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead a VIP, high-touch operations team supporting Meetings & Events and Incentive travel clients.
- Maintain current, hands-on Sabre booking proficiency and provide direct booking support alongside the team when needed.
- Maintain up-to-date working knowledge of team capabilities, Sabre functionality, and all client-specific processes and policies.
- Communicate quality and service commitments clearly through training, written communication, and ongoing coaching.
- Serve as an escalation point for customer requests and service issues; resolve concerns professionally and efficiently.
- Monitor operational key performance indicators and ensure issues are addressed and communicated appropriately.
- Partner with leadership to assess agent performance, quality standards, and training needs.
- Foster strong, positive working relationships across CTM and with external clients.
- Assist in the planning and implementation of new service products, programs, and initiatives.
- Participate in problem-solving efforts, including root cause analysis and continuous improvement initiatives.
- Create and sustain a collaborative, team-oriented, high-performance environment.
- Coach, mentor, and motivate team members to achieve goals while maintaining strong morale.
- Identify service trends and enhancement opportunities; partner cross-functionally to implement solutions.
- Represent CTM in a polished, professional manner and maintain composure in high-pressure situations.
- Ensure the highest levels of service quality, professionalism, and client satisfaction are consistently met.
- Communicate operational policies and procedures effectively and ensure ongoing compliance.
- Work closely with Operations leadership on scheduling, performance management, employee development, and performance reviews.
Requirements
- High School Diploma or equivalent is required.
- 5-10 years’ experience in the travel industry with successful management and/or supervisory skills required
- Proficiency in Sabre, Microsoft Word, Outlook
- Effective communication skills: ability to communicate in a manner which ensures message is understood by all.
- Excellent diplomatic skills: the ability to establish and maintain positive relationships with both internal and external team members.
- Ability to deliver excellent internal and external customer service.
- Excellent problem-solving and trouble-shooting skills.
- Exceptional relationship management skills.
- Must have the ability to motivate, develop and effectively manage members of his/her team.
- Self-motivated and able to work well with frequently shifting priorities.
- Must be willing to book travel when necessary.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Sabre booking proficiencyMicrosoft WordMicrosoft Outlookproblem-solvingtrouble-shootingperformance managementroot cause analysiscontinuous improvement
Soft skills
effective communicationdiplomatic skillsrelationship managementcustomer serviceteam motivationcoachingmentoringcollaborationhigh-pressure composure
Certifications
High School Diploma or equivalent