Seneca Holdings · 20 hours ago
Operations Manager, Government Travel
Virginia Beach, VA
Full-time
Onsite
Mid, Senior Level
5+ years expCI Azumano Travel, a full-service travel management company under Seneca Holdings, is seeking an Operations Manager to lead and develop a team of travel consultants. The role involves supervising travel consultants, ensuring service level requirements are met, and implementing operational improvements while fostering a cohesive team culture.
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Responsibilities
Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling
Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes
Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development
Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details
Work under the direction and guidance of the Director of Operations to monitor individual and team performance goals
Serve as a SME when working with development, implementation and technology
Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented
Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
Qualification
Required
Minimum of 5 years of managing travel services, specifically global travel
Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act
Government travel experience to include global travel
Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity
Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details
High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience
Proactive approach to systems and processes
Ability to identify and correct issues before they become problems
Focus on process improvement and key performance indicators
Display initiative and ownership and capability of making sound judgements
Positive role model for all staff and lead by example
Communication skills
Preferred
Bachelor's Degree preferred
Benefits
Competitive pay
Benefits and perks
Flexible work-life balance
Professional development opportunities
Performance and recognition programs
Comprehensive benefits package
Medical, dental, vision, life, and disability
Voluntary benefit programs (critical illness, hospital, and accident)
Health savings and flexible spending accounts
Retirement 401K plan
Paid leave programs
Company
Seneca Holdings
Seneca Holdings is the investment arm of the Seneca Nation of Indians, and has unique sovereign advantages that help to create value.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Jeffrey Ellis
Chief Executive Officer
Recent News
Rochester Business Journal
2025-08-08
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