Manager of Operations provides strategic direction to support overarching company goals. Supports advisor satisfaction, retention and business profitability objectives as measured by key performance indicators and department goals. Manage day to day operations support using supervision and leadership as it relates to processes and procedures. Effectively manage the support provided to agents from the centralized support services.

• Process standardization within the brand environment.
• Assist GTC Operations for overall needs to streamline internal processes and procedures.
• Escalate complex problems to higher level of expertise and work with internal teams and departments within the GTC Operations.
• Work closely with Operation teams from internal departments to collaborate and improve internal support services.
• Evaluate and escalate issues for training opportunities. Collaborate with training team, Operations Supervisors and Managers to highlight reoccurring issues, errors, and gaps in product skills.
  Evaluate and escalate issues to IT and Operational teams as necessary.
• Continuously review and enhance communication procedures and channels to ensure proper delivery of relevant information to agents and support teams.
• Resolve conflicts or complaints that may arise from advisors.
• Lead and participate in delivery of team initiatives to ensure engagement, utilization and adoption of training and travel tools as needed upon requests for quality control standards.
• Collaborate with various departments to ensure that enhancements to GDS products/services and agent tools are being trained across ITKE (and other GTC brands as needed).
• Provide consistent and timely follow up communication on current projects.
• Conduct and/or participate in travel tool implementations as needed providing an overview of quality control and reporting process.
• Identify opportunities within organization to drive efficiency, advisor satisfaction. Develop and assist in plans and organize teams to move projects forward.

• College Degree or equivalent work experience is required
• Minimum of 3+ years of recent experience within the travel agent industry
• Proficient in use of Sabre with 5 years of experience
• Deep knowledge of Sabre formats, air ticketing, hotel, cars, and non-arc invoicing
• Knowledge of ClientBase a plus.
• Supervisory experience a plus.
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Commitment to providing exceptional service to customers and support to staff members
• Good understanding of key GTC initiatives and employs good change management skills.
• Time management skills