Director, Corporate Operations

Position: Director, Corporate Travel Operations
The Director, Corporate Travel Operations, leads the strategy, performance and continuous transformation of a 24x7x365 corporate travel service operation supporting travelers across voice, chat, text and email. This leader is accountable for consistent and high-quality service; operational and financial results; workforce capacity and productivity; talent development; and effective support of client retention and growth. The Director builds an operating model that combines skilled travel professionals with automation, artificial intelligence and modern workflow tools so the organization can handle greater volume and complexity, improve speed and quality, and enable employees to focus on disruption management, complex itineraries, VIP service and other high-value traveler needs.

The role provides direct leadership to operations managers and leaders and oversight of 70+ employees across domestic, international, VIP, after-hours, online fulfillment, group air and related service teams. The Director partners closely with Travel Technology, Account Management, Sales, Human Resources, suppliers and enterprise technology teams to optimize Sabre, Genesys, mid-office and quality-control automation, digital service channels, knowledge management and emerging AI capabilities while maintaining appropriate human oversight, data privacy, security and compliance.

This is a Hybrid position reporting into Cincinnati, OH or Wilmington, DE office 3 days per week.

Competitive annual salary; the starting base compensation for this position is: $105,147 - $170,000. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.

The primary duties of the Director, Corporate Travel Operations are:

Set and execute the operating strategy for a 24x7x365, multi-team corporate travel service center, translating business priorities into measurable service, financial, productivity, quality and employee outcomes.

Lead, develop and hold accountable managers and operational leaders responsible for domestic, international, VIP, after-hours, online fulfillment, group air and other specialized service teams; establish clear succession, workforce and leadership-development plans.

Own omnichannel service delivery across voice, chat, text and email, including channel strategy, routing, prioritization, response standards, escalation practices and consistent traveler experience.

Direct workforce planning and capacity management using demand forecasts, schedules, skill profiles, and cross-training to align staffing with client commitments and business needs.

Establish and monitor operational scorecards and service-level agreements, including response time, speed to answer, abandonment, productivity, quality, first-contact resolution, rework, traveler satisfaction, employee engagement and financial performance; require timely corrective action when results are off plan.

Build and deliver an automation and AI-enabled operations roadmap in partnership with Travel Technology and enterprise technology teams. Identify high-volume, repeatable work appropriate for automation; define business requirements; prioritize use cases; test solutions; measure realized benefits; and scale successful capabilities.

Use artificial intelligence to augment—not replace sound operational judgment—through agent assistance, knowledge retrieval, interaction summarization, quality review, forecasting, workflow orchestration and self-service. Maintain human oversight and appropriate controls for accuracy, traveler safety, privacy, security, bias, compliance and escalation.

Optimize Sabre workflows, scripts and agent practices;
Genesys routing, workforce engagement…