Director of Operations – Paramus, NJ

Location: Paramus, New Jersey/partial remote option

Office: Supporting Paramus, NJ

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Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees. Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our customers and deliver innovative solutions.

Direct Travel is one of the most respected travel management companies providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service to every client.

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As a key member of the Corporate Team, the Director of Operations will be responsible for leading and directing corporate operation field services to ensure growth, profitability, client satisfaction, and employee engagement. Providing leadership and direction necessary to engage and develop staff, manage costs, increase revenue, encourage innovation and cross-functional thinking, and maintain excellence in the delivery of service to clients. Representing a customer-focused environment where improving the customer experience is central to thinking, discussions, and decisions.

Responsibilities:

• Directs activities of business operations to ensure profitability and quality
• Sets clear, measurable performance expectations
• Controls operating expenses
• Ensures proper staffing levels
• Encourages necessary training and staff development
• Provide required/best in class tools and technology to best serve the customer
• Monitors trends and patterns in business performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement
• Work across the field and account management to identify a clear understanding of client needs
• Collaborate across the field and account management to develop solutions to client requirements
• Develops innovative ideas, solutions and opportunities to achieve business objectives. Serves as a member of the OPERATIONS leadership team to develop strategy for growth and client excellence
• Creates a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff
• Analyzes P & L for updates on business performance. Communicates with staff at all levels to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
• Maximizes revenue by partnering with internal colleagues to expand sales of non-air revenue to clients through front-line agent performance
• Develops and maintains communication with senior management to ensure that they are aware of progress, key changes, and gaps in performance with time enough to develop strategies to address these issues
• Initiates projects and makes recommendations to improve the profitability of the operation. Provides input to account management regarding service and technical issues. Maintains consistent communication necessary to strategic planning and client decision-making
• Collaborates with directors in other areas of North America and UK to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce.

Qualifications:

• Demonstrated ability to:
• Act as a role model to create an agile, change-adept department
• Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness
• Gain the credibility and confidence of multiple audiences through creative differentiated solutions
• Develop and maintain respectful, collaborative relationships and effective teams within own workgroup and across organizational boundaries
• Manage change at all levels of the organization in a positive and productive manner
• Stimulate innovation and continuous improvement by inspiring self and team to stretch beyond what they think can be done
• Create a culture that fosters and rewards energy, passion, and challenging the status quo
• Simultaneously think strategically and act tactically
• Work resourcefully and model resiliency in the face of shifting priorities and demands, champion new ideas, and encourage new ways of looking at problems, processes and solutions to improve results
• Comfortable working in an ambiguous, rapidly changing environment
• 5 – 7 years in travel management
• Demonstrated experience in managing financial performance is necessary, as is management of people in multiple locations.

Our Employee Benefits and Perks:

• Health Plan options
• Vision, Dental and Life Insurance Plans
• Fitness membership discounts
• Employee Reward and Recognition Program
• Training and development opportunities
• Generous PTO + Holidays
• 401k and employer contribution
• Travel perks, including dedicated travel teams to book discounted travel
• Employee discount programs, including pet insurance
• Employee referral bonus
• Plus more!

Direct Travel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.