Do you believe leadership is about inspiring others to achieve their full potential? Are you passionate about ensuring customers leave each interaction feeling well-cared for? Have you ever wanted to help shape how a world-class business operates? If you answered yes to these questions, then the “Operations Manager – University Team” position will definitely get you excited.
This position has the exclusive responsibility for managing the day to day operations related to Christopherson Business Travel’s university clients. In the world of corporate travel, higher education is one of the fastest growing industry verticals. What does University travel entail? Campus travel to conferences and meetings, athletic group travel including hotels and charter buses, study abroad student groups, guest speakers, students visiting campuses for recruiting and admission visits to name just a few. The scope of this role includes the direct leadership of a team of travel consultants at multiple sites and virtual locations. Close collaboration with account managers, the client, and other internal operations teams is a critical component of the role.
Compelling leadership and interpersonal skills with the ability to coach and inspire others to reach their potential
Strong track record of focusing on the customer and delivering an exceptional customer experience
Five years frontline experience in full service agency demonstrating working knowledge of travel agency operations, industry procedure, and agency accounting
Outstanding oral and written communication skills
Operates efficiently with excellent organizational, prioritization, and time management skills
Promote an environment of teamwork
Ability to lead initiatives, embrace change, and drive continuous process improvement
Develop a competent and motivated staff through effective employee development, performance management, communication, and recognition
Communicate effectively and frequently with staff using various methods, i.e. face-to-face meetings, conference calls, formal communication updates, emails, etc.
Promote excellent customer service through frequent contact with clients, Account Managers, and Travel Advisors
Work closely with Account Managers to ensure smooth operations, understand client expectations, and exceed customer expectations
Stay abreast of all account policies and update account specific manuals (general knowledge of travel related products and service—responsible for knowing the travel policies of the accounts)
Be available and responsive to our clients to handle any request, including emergency and complex requests—respond to and resolve customer related issues promptly
Potential travel to customer locations and/or employee locations to ensure employee engagement and customer satisfaction
Lead with data and analysis to promote excellent performance and drive improvement opportunities
Continually evaluate and review procedures and propose changes when necessary to improve overall efficiency and work flow
Drive consistency by promoting standard operating procedures through documentation, communication, and coaching
Why should you work with us? We offer full benefits including comprehensive plans like medical, dental and vision insurance as well as a 401K program with a company match. Additionally, our best employees receive extra compensation through our monthly performance bonus program. Travel benefits and discounts are also available and our employees love the perks like stocked break room, monthly birthday parties and cool swag.