Operations Manager

Summary of Position

This is a position that will provide the necessary leadership, development, mentorship and direction to ensure CTM is providing the highest level of customer service to our clients. This individual will interact with both internal and external team members with a common goal of achieving and maintaining an operation which delivers high quality and efficient service on a consistent basis. Largely responsible for the Customer Experience, this individual will manage multiple facets of quality and established metrics.

To succeed at being an Operations Manager at CTM, is to understand and utilize the resources and expertise within your team to help support the team's and client's overall outcomes and expectations. Ensuring that service standards are maintained is critical.

As we continue to grow, an increasing number of new employees are welcomed into CTM. Operations Managers are constantly presented with diverse skill sets and backgrounds and must be able to bring their team together to work cohesively. You will need to initially implement a carefully structured framework to the team, which will enable them to rely heavily on each other for 'technical support'. This will allow time for you to forward plan, assist the account management and sales team, and most importantly develop and coach your team.

Schedule / Shift

Between 7a-7p CT

Responsibilities and Duties

• Must maintain up-to-date working knowledge of the team skill set, along with any client specific processes and polices
• Communicate quality and service commitments to agents in a manner which ensures understanding at all levels (training, email and coaching)
• Respond to customer requests, and any issues raised by customers regarding service and/or team members.
• Review operational key performance indicators to ensure issues are communicated to the appropriate team members and addressed accordingly.
• Work with management teams to gauge both agent and office quality and training needs.
• Maintain positive working relationships with team members within CTM.
• Assist in the planning and implementation of new service products, programs, and initiatives.
• Participate in the problem-solving process; assist in root cause analysis.
• Responsible for creating and maintaining a team-oriented environment.
• Responsible for maintaining a positive rapport with all team members and clients.
• Responsible for coaching, mentoring and motivating others to ensure goals and standards are met successfully while maintaining a positive morale.
• Understand trends and identify service enhancement opportunities; partner with necessary areas to implement resolution.
• Represent CTM in a polished and professional manner; maintain composure in times of stress.
• Ensure the highest levels of service and professionalism are maintained.
• Manage the communication of operational policies and procedures to their team, and ensure continued adherence.
• Working closely with Operation Manager for monitoring scheduling, preparing and conducting employee performance reviews and handling employee

Leadership Responsibilities

• This position will have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

Required of all CTM Positions

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure – is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

Education and Experience

• High School Diploma or equivalent is required.
• Three to five years' experience in the travel industry with successful management and/or supervisory skills strongly preferred
• Proficiency in Sabre, Microsoft Word, Outlook

Knowledge, Skills, and Abilities

• 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.

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

• 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

Pay Range

USD $60, USD $75,000.00 /Yr.