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Corporate Operations Manager – Hybrid - Edmonton, Alberta, Regina, Saskatchewan and Winnipeg, Manitoba.

Embark on the next step in your career journey with Direct Travel!

As one of the fastest growing Travel Management Companies (TMC) in the world, Direct Travel is committed to reimagining what is possible for the industry, including business travel, personalized experiences, and meetings & events. Under the forward-thinking direction of our experienced leadership team, we are rapidly expanding and leveraging next-generation technologies to deliver on our vision for The Perfect Trip. This is your opportunity to grow your career and be part of a dynamic team that is setting the new standard of travel and service excellence. If you’re passionate about innovation and ready for what’s next, we’d love for you to join us!

POSITION IS HYBRID

Expedition Expectations

As a key member of the Canada West Region team, the Operations Manager will be responsible for the daily management of operation services to ensure profitability, client satisfaction, and employee engagement. This position will provide leadership and direction necessary to engage and develop staff, manage costs, increase revenue, encourage innovative and cross-functional thinking, while maintaining excellence in the delivery of service to clients.

This role will work closely with other Managers, Director and team members and report to Director of Customer Experience and Employee Engagement.

This is a hybrid position supporting offices in Edmonton, Alberta, Regina, Saskatchewan and Winnipeg, Manitoba.

Passport to Success

• Supports and adheres to DT’s philosophy, policies, procedures, corporate goals, and department goals
• Manages activities of business operation to ensure profitability and quality
• Sets clear, measurable performance targets
• Encourages necessary training and staff development
• Provides industry and DT tools to best serve the customer
• Monitors performance against SLAs and takes steps to adjust as necessary to maintain contract requirements and DT profitability
• Monitors trends and patterns in agent and team performance to identify problem areas and takes immediate corrective action for continuous improvement
• Works across teams and account management to identify a clear understanding of client needs
• Balances the needs of clients and the company in effectively resolving issues and complaints
• Provides information, tools, and coaching to the front line and or supervisory staff to create an engaged workforce
• Develops and maintains communication with teams to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
• Initiates projects and makes recommendations to improve the profitability of the operation
• Collaborates with other managers in region to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
• Actively participates in monthly and quarterly meetings and reviews with accounts
• Maintains knowledge of current industry events, changes, and new development in the travel industry
• This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position

Going the Extra Mile

• Minimum 5 years’ experience in managing people
• Bilingual English/French is an asset.
• Ability to travel up to 10%
• Exceptional account leadership and collaboration skills
• Experience in using multiple GDS including Sabre and Apollo
• Knowledge and experience with ticketing and pricing rules
• Ability to work in an ambiguous, rapidly changing environment
• Independent action and decision making typically supported by established practices that will impact business performance and employee engagement
• Exceptional self-leadership skills
• Excellent verbal and written communication skills
• Build and develop front-line team as necessary to support business needs
• Excellent customer service skills
• Passion for the customer experience
• Ability to manage time/workload to accomplish tasks
• Proficiency of Outlook and Microsoft platforms
• Must be able to lawfully work within Canada and have unrestricted work authorization for Canada