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Director, Travel Operations

2 months ago

Walnut Creek, United States AAA Northern California, Nevada & Utah Full time
JOB DESCRIPTION

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Why Work For Us?

  • Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
  • 401k Matching $1 for $1 company match up to 6% of eligible earnings per pay period
  • Benefits Medical, Dental, Vision, wellness program and more
  • Paid Holidays
  • Paid Time Off Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities
  • Collaborative Environment AAA will value your contribution to providing exceptional service to our members
  • Free AAA Classic Membership
  • AAA Product Discounts
  • Tuition Reimbursement Program

.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart lifes roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Our Director, Travel Operations, will provide leadership and strategic direction for Agency initiatives and the Business Operations functions while complying with appropriate professional standards, data security laws and regulations, and operating within the Club's mission, leadership values, and member's interests. Leadership for the Business Operations management staff for their respective team's training, project management, balancing workloads, coaching, and providing performance management as needed. Manages Travel Agency budget/forecasting, Controls, and policies & procedures across all travel departments and across other business lines. Manages Club initiatives that pertain to Travel and makes recommendations regarding the use of internal vs. external services, procedures and policy updates, reporting proposals, and manages ongoing interdepartmental relationships and vendor relationships.

ESSENTIAL FUNCTIONS

  • Leadership for business analytics:
    • Outlining reporting concepts, data logic and validation of reporting dashboard and reports.
    • Defining key performance indicators, financials, change control management, and risk management.
    • Identifying and enhancing data collection and analysis processes.
    • Manage data repositories. Utilizes data analysis concepts and audits to determine information reliability.
    • Develop key Business Operations staff as subject matter experts and analytical thinkers. Manages Qualtrics survey process and results/reporting
  • Manages controls and QC through:
    • Analysis for new and existing business line operations processes.
    • Analysis for new and existing business line financial processes.
    • Manage outliers and opportunities for improvement.
    • Defining key efficiency measurement plans for business processes for all Travel teams.
    • Provide leadership within cross-departmental Control initiatives.
    • Identifying and defining control models for Travels internal controls team.
    • Develop Controls team as subject matter experts and controls thinkers.
  • Manages Travel Agency Financials, Budget & Forecasting through:
    • Liaise with finance team to ensure commission collection and electronic processes are accurately recording financials into the Travel accounting system
    • Provides leadership with Finance partners to develop and enhance existing manual processes within Travels accounting system.
    • Collaborate on incentive programs, manage the development, and assist in training.
    • Manage the building and reconciliation of budgets.
    • Analysis and management of Travel Financial accounts, Budget, and Forecasting.
  • Manages Data Security through:
    • Develop measurement plans for data security concepts within Travel, develop data security policies, and analyze compliance.
    • Collaborate with the Training team to train the target audience.
    • Oversee systems security to ensure systems are adhering to data security protocols.
    • Oversees user account management for internal and external systems to ensure timely management and appropriate allocation of user access.
  • Manages Sales Support & Business Operations for through:
    • Analysis for new and existing business line and company operations processes.
    • Oversees development of policies and procedures within Business line directives for front line and back-office processing including employee travel rebate programs.
    • Develop Operations procedures for marketing promotions.
    • Oversees the ARC & Air data management, data QC, Licenses for Travel, IATA.
    • Identify and develop areas of efficiency and growth opportunities.
    • Develop group operations procedures and frontline support.
    • Oversees Sales support team and the development of procedures and policies associated.
    • Collaborate with other Clubs and AAA Inc in identifying best practices regarding traveloperations, data analysis, controls, booking systems and other operational functions.
  • Manages Travel Agency Technology through:
    • Works with IT/Travel tech team to identify, acquire, develop and launch new technology
    • Ensures electronic processes are accurately recorded into the business line accounting system.
    • Oversees systems interfaces to ensure accuracy of data.
    • Oversees the monitoring of daily systems functionality, communicating system assessments and security compliance.
    • Identify new system possibilities working toward automation and efficiencies for the agency.
    • Oversees user account management for internal and external systems.

KNOWLEDGE AND SKILLS

  • Demonstrated leadership skills required, with the ability to manage and direct processes and systems.
  • Strong analytical skills required, with the ability to conceptualize and identify market trends and develop appropriate marketing tactics to support Club sales goals.
  • Excellent interpersonal skills, sound judgment, a strong work ethic and the ability to build, manage and maintain strong professional relationships and a team atmosphere throughout day-to-day activities.
  • Must be flexible, adaptable and capable of interacting effectively with all levels of management.
  • Must remain current with industry changes and vendor partnerships
  • Proficiency with all basic Microsoft Office Suite programs.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

  • Minimum Qualifications
    • Bachelor's plus 6 years or High School diploma plus 10 years of experience working in a service environment with project management and operations experience
    • 3 years of Management Experience
    • 2 years of experience in Travel Required
  • Preferred Qualifications
    • 6 years of experience in Travel

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We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $144,067.00 - Mid: $160,690.00- Max: $177,312.00

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