Vp, Travel Service Operations - Toronto, Canada - Navigatr

Navigatr

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Description

Navigatr Group is a privately held company that invests in travel companies that elevate the customer experience and drive innovation. Our expansive and growing group of brands empowers seamless access to a comprehensive range of luxury travel options and services globally with over $1 billion transactions annually.

Navigatr Group's goal is to create a more purposeful travel industry through its strategic investment, best-in-class services and philanthropy.

Job Description:

At Navigatr Group we invest thoughtfully in travel companies that elevate the customer experience, create value, and drive innovation.

Our vision is a synergistic and collaborative ecosystem of industry power brands that are focused on accelerated growth and profitability.

An unparalleled aspect of Navigatr Group's offering is the best-in-class central services expertise with which we propel our portfolio companies to success.

This in-house team of marketing, finance, legal, systems and infrastructure, and HR leaders helps each business maximize efficiencies and focus squarely on growth; it's a capability that is cost-effective, scalable, and extremely effective.

Essential Job Functions

Engagement, leadership and development of three growing teams of high performing Vendor Rate Operations, Hotel and Customer Support Consultants within a dynamic environment.
Manage Vendor Rate Operations and hotel booking center of excellence and afterhours customer service counterpart, servicing multiple agencies, affiliates and independent contractors in a multiple ARC and multiple GDS environment.
Ultimately take these industry leading teams to the next level through external commercialization, through a staged growth plan in lock step with our platform commercialization strategy.
Building an efficient and consistent end to end operational process with supporting technology, through proven methodologies targeting consistency, velocity, quality metrics and accretive sales capture.
Achieve operational objectives by developing, implementing, and managing ongoing training programs that enable staff to achieve their potential and drive productivity, quality, employee engagement, satisfaction and retention.
Collaborate closely with business division heads to architect, implement and enforce process conformance, clear escalation paths and service standards.
Monitor staffing levels to ensure appropriate coverage and participate in the recruitment of new hires to the team.
Develop financial reports and utilize them to improve profitability. Contribute towards the achievement of the company's strategic and operational objectives.
Oversee the rate entry, analysis and Vendor Purchase Order (VPO) process, working with our internal procurement teams, including setting goals and defining requirements and priorities. Focus on margin, market competitiveness and sales team confidence.
Oversee existing BPO relationships to ensure SLAs, efficiency and cost to service optimization.
Oversee the Vendor Purchase Order (VPO) and invoice reconciliation team, and develop the strategy for our vendors to compete in a marketplace of live bidding on services that empower our sales team and drive margin improvement.
Develop and maintain relationships with key suppliers and ensure they deliver agreed services, by measuring performance and identifying opportunities for improvements.

Qualifications:

Background developing Travel loyalty/concierge programs, ticketing desk operations or corporate travel call center environments is a strong asset.
Minimum 10 years experience within the Travel Industry and at least 8 years in call center environment.
Minimum 10 years of managing a team or department.
Strong customer service experience including complaint resolution from escalated situations.
Experience working with product and procurement resources in an online travel agency, consortia, or traditional travel agency.
Experience with Sabre or related GDS systems (Apollo, Amadeus, Worldspan) an asset.

Attributes Required

Operational knowhow coupled with drive to meet and exceed P&L targets.
Maturity and leadership to deal with complex situations and lead cross functional teams.
Superior Interpersonal skills at all company levels, including the ability to deliver feedback, recommend and implement change and motivate others.
Empathetic and effective change agent, who shares information openly, broadly and deliberately in a collegial and engaged environment.
Not risk averse, ability to try new approaches, accept and acknowledge areas for improvement, refine and iterate.
Ability to deliver through structured approaches to change management and excellent problem solving and project management abilities.
Ability to translate business needs into structured programs to deliver, including ability to manage projects and develop schedules, roadmaps, requirements, and task tracking with stakeholder