Director of Operations

The Director of Operations serves as the central voice from Operations on issues regarding optimal operational efficiency as related to policy and standards strategy, training and meeting client service initiatives within an Operations environment.
The Director of Operations is a key member of the Operations team that is dedicated to a customer focus work environment.
The Director thrives when working on high profile, detail-oriented projects that result in concrete outputs or outcomes. The Director also enjoys interacting daily with people at different levels in the organization, influencing others without authority and is an effective leader whose personal values are in line with API’s company culture.
The Director of Operations reports to the VP Account Management/Operations.

**Essential Functions**:

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- Lead, grow and manage a team of Operations to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client.
- Develops people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities.
- Consistently provides team members guidance, goal setting and performance feedback on a regular basis.
- Design, implement, and monitor quality training programs within operations.
- Responsible for the development and implementation of Policy and Standards for the Operations department.
- Maintains a Standard Operating Procedure Manual (SOP) content, ensuring that it is accessible, understandable and up to date.
- Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations.
- Define API’s Operations resource planning strategy and gain support at all levels of the organization using data, compelling business rationale, and personal influence and credibility.
- Develop and direct the management of the company’s operations center that will ensure fast booking, processing and communications to the client; accurate reporting, proper and timely reporting in a cost-efficient manner. Implement improved processes and management methods to generate higher ROI and workflow optimization.
- Ensures Client deliverables are met in accordance with service level agreements.
- Assist with the development of strategic initiatives for client service improvements.
- Partner with the Director of Client Delivery to analyze and evaluate the effectiveness of agent utilization and the execution of monthly plans to drive continuous process and agent utilization improvement.
- Develop and direct the management of the customer operations center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues.
- Develop and direct the management of the information technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversee all company telecommunication systems and support. Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities and substantial ROI.
- Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction.
- Continually investigate and introduce process improvement measures and presents suggestions to EVP for consideration.
- Fully understand the client’s business and ensure all deliverables are being met for a successful relationship
- Strive to create increased value for the client by providing business reporting and recommendations that are align with desired business goals
- Become knowledgeable in all API technology platforms to ensure clients are align with appropriate software solution
- Collaborate with functional departments to ensure business requirements are met.
- Assist in the development of Operations annual financial budget.

**Competencies**:

- Problem Solving/Analysis
- Business Acumen
- Strategic Thinking
- Results Driven
- Leadership
- Customer Focus
- Managing Processes
- Market Knowledge
- Developing and Maintaining Budgets
- Technical Capacity
- Communication Proficiency

**Required Education and Experience**:

- Established (at least 5 years) of experience in the travel industry and working closely with hotels is a must;
- Bachelor’s degree;
- Strong analytical background;
- Solid judgment and leadership skills;
- Knowledge of analysis and planning techniques;
- Knowledge of airline operations and business models;
- Strong implementation and operations experience;
- Shows attentio