Global Change Leader - TMC Operations

The Global Operations Change & Adoption Leader will build and lead Direct Travel's organizational capacity to embrace, embed, and sustain transformational change across a rapidly evolving, globally expanding business.

While the PMO executes projects (i.e. Acquisition integration, global market expansion, WSC optimization, centers of excellence, AI deployment), this role ensures our people are prepared, engaged, supported, and confident in adopting new ways of working. This role serves as the human and cultural bridge between project delivery and frontline execution—ensuring that technical implementations become operational reality and that our organization builds lasting capability for continuous transformation.

The leader will own organizational change and adoption capability across five interconnected, multi-year pillars:

• • Lead change and adoption strategies so that when ATPI and future acquisitions are integrated, employees understand new organizational structures, role clarity, and unified operating models (e.g., VIP pathway).
  • Engage teams across both legacy and acquired organizations to build shared identity and ways of working.
  • Facilitate organizational design input sessions and gather frontline feedback on future-state structures.
  • Build programmatic adoption methodologies so each integration is executed with fewer disruptions and higher employee confidence.
  • Measure adoption of unified processes, role clarity, and organizational alignment—not just project completion.

• • Lead change and adoption strategies for new markets (LATAM, others), ensuring teams embrace new processes, systems, and ways of working while adapting to local context.
  • Build regional change capacity and leadership in new geographies.
  • Establish a global change network that scales with expansion and maintains strategic consistency across regions.
  • Ensure local teams are prepared, engaged, and confident in new operating models before launch.

• • Own the organizational and behavioral change required for teams to adopt AI and emerging technologies across operations (beyond IT deployment).
  • Build internal capability to rapidly prepare people for new tools, methodologies, and ways of working.
  • Partner with centers of excellence and innovation leaders to translate emerging capabilities into operational practice.
  • Drive user adoption, confidence, and measurable business outcomes from innovation investments.
  • Position AI/innovation adoption as an ongoing competitive advantage through sustained engagement and continuous improvement.

• • Lead organizational change and adoption for structural shifts (World Service Center optimization, centers of excellence, shared service models).
  • Ensure teams understand new structures, transition smoothly to new ways of working, and adopt new processes.
  • Support capability transfer and knowledge sharing across centers of excellence.
  • These are structural, sustained initiatives—not temporary projects.

• • Develop a change-ready organization where frontline leaders and teams embrace continuous improvement as part of how we work.
  • Build a permanent change champion network and change leadership pipeline.
  • Measure and improve organizational agility, resilience, and adaptability over time.
  • Culture change compounds over years; this is a sustained investment in how Direct Travel operates.

• Develop and execute multi-year change and adoption strategies for major organizational transformations (integrations, geographic expansion,…