Rippling · 1 day ago

Director of Travel Operations

United States

Full-time

Remote

Director/Executive

$129K/yr - $226K/yr

10+ years exp

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Responsibilities

Take the reins of an early stage team and lay the groundwork for scale (20 75) with a global footprint

Communicate a strategy with executive leadership on projects, priorities, and goals for the next 12-18 months

Own team performance and KPIs and drive improvements with data-driven experimentation

Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions

Develop and implement a hiring strategy and design the onboarding program for new joiners including domain-specific systems training

Collaborate with support leadership to refine and adapt operating processes and procedures

Qualification

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Travel industry experienceB2B Support leadershipGDS knowledgeSalesforce Service CloudTeam scaling experienceTraining program designPeople-first attitudeAction-driven

Required

10+ years of professional experience in the Travel industry, specifically at a travel management company OR 10+ years of professional experience leading a B2B Support team within a fast-paced environment, startup, or SaaS organization

Strong commercial understanding of the travel/expense management business model, core drivers & technology requirements.

Strong functional/technical knowledge of relevant systems: GDS (i.e. Travelport), ARC, etc.

Understanding of the travel sector including but not limited to Loyalty Travel, Online Travel Agencies (OTA’s) and TMC’s (Travel Management Companies).

Experience directly hiring and managing a distributed team

Proven track record of success in scaling Support teams and maintaining SLAs

Experience designing and overseeing training, QA, and metric management programs at scale

Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success

Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain

Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through

Extensive experience with Salesforce Service Cloud