Internova Travel Group

VP, Service Delivery

Internova Travel Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $113,899 - $199,324 per year

Job Level

Lead

About the role

  • This is an exciting opportunity to join Altour as an experienced and effective leader to promote positive growth with our service delivery team!
  • The VP, Service Delivery will lead the Service Delivery operations team with a proven track record of driving process improvement and contact center support models in a Travel Management Company environment.
  • This role enables ALTOUR to increase the operational efficiency and overall effectiveness of our Service Delivery operations.
  • Client facing support – Optimize the client experience
  • Develop service strategies to match client need
  • Issue resolution including service recovery planning
  • Understanding of the BPO environment and ability to manage vendor relationships
  • Contract and SLA management
  • Strategic planning
  • Work Force Management – Strong understanding of telephony systems
  • Understanding of Work Force Management practices
  • Sales Support – Help identify service delivery configuration for prospective clients
  • Support sales team in sales presentations
  • Products – Ability to evaluate emerging technologies for applicability to service delivery teams or client end users
  • Project Management – Ability to create strategic and detailed project plans as needed
  • Collaboration – Strong collaboration skills to work across all aspects of the business
  • Develop supportive working relationships with other departments, Executives and support team leaders to ensure a seamless continuum of service.
  • Be consultative, execute and deliver all critical customer strategies and model our core values in maintaining a positive working relationship with client customer base.
  • Develop and maintain strong relationships with internal and external stakeholders, including partners, and industry leaders.
  • Identifies training needs, initiates development of subordinates, recommends effective personnel actions such as organizational development, coaching and compensation.

Requirements

  • A minimum of 10 years of leadership experience in a Travel Management Company capacity
  • 5+ years’ experience in process improvement and contact center management
  • Strong working knowledge of ACD Technology and Workforce Management Systems
  • Strong knowledge of GDS systems, travel agency booking tools, mid-office systems and back office accounting solutions
  • Knowledgeable and experienced with financial reports, modeling exercises, workforce optimization and forecasting benefits of new investments in incremental resources or technology
  • Demonstrated strategic planning, analytical and problem solving skills utilizing creativity and innovation
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
  • Ability to interact across all levels of the organization with excellent interpersonal, negotiation and conflict resolution skills
  • Proven leadership skills including managing through change
  • Passion and proven track record for meeting and exceeding budget requirements and objectives, team building and cross functional management cooperation.
Benefits
  • choice of two medical plans and two dental plans
  • vision insurance
  • flexible spending accounts (FSAs)
  • company-paid life insurance and AD&D
  • optional additional life insurance and AD&D
  • disability insurance
  • paid parental leave
  • paid time off
  • 401k Plan with company match
  • discounted employee travel options
  • access to LinkedIn Learning webinars and courses
  • discounted pet insurance and auto, home, & renters insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementcontact center managementACD technologyworkforce management systemsGDS systemstravel agency booking toolsmid-office systemsback office accounting solutionsfinancial reportsstrategic planning
Soft Skills
leadershipinterpersonal skillsnegotiationconflict resolutionanalytical skillsproblem solvingteam buildingcollaborationcreativityvision