Director, Operations- Partner Programs

Overview

Internova Travel Groupis one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries.

The Director, Operations - Partner Programs
is responsible for the strategic leadership, operational execution, and performance management of the organization's global proprietary programs. This role oversees all aspects of the Internova program suite administration (including, but not limited to Hotels & Resorts, In-Country Partners, Cruise), as well as supplier partnerships, annual RFP processes, contract management, rate auditing, operational support, data integrity, program distribution, ensuring program compliance, and delivering exceptional value to partners and internal stakeholders.

The position works closely with Partner Relations, Marketing, Technology, Distribution, and Operations teams while overseeing a high-performing operations organization.

Strategic Program Leadership

• Develop and implement operational strategies that improve efficiency, scalability, supplier engagement, and program performance.
• Analyze advisor, traveler, and business unit needs to optimize hotel participation, supplier selection, and market coverage.
• Support premium revenue growth through strategic partner engagement and program innovation.

Hotel Program Operations & RFP Management

• Direct and oversee all operational aspects of annual hotel program logistics and partner participation.
• Lead the annual hotel Request for Proposal (RFP) process, including:
  • Platform administration (CVENT/ Lanyon and proprietary systems)
  • Supplier communications
  • Participation strategy
  • Timelines and project management
  • Contract execution
  • Rate loading and auditing
  • Quality assurance
  • Reporting and analytics
• Ensure operational excellence across sourcing, contracting, onboarding, pricing, distribution, and compliance activities.
• Oversee account aging reports, supplier participation reviews, promotional opportunities, and performance monitoring.
• Manage hotel data administration and program accuracy beyond annual RFP requirements.

Rate Audit, Compliance & Quality Assurance

• Ongoing auditing and quality assurance of Internova Programs.
• Oversee verification of negotiated rates, amenities, and contracted program requirements across distribution channels and GDS platforms.
• Manage corrective action plans when discrepancies or compliance issues are identified.
• Leverage AI-powered auditing tools and emerging technologies to improve audit efficiency and program integrity.
• Ensure accuracy, consistency, and integrity of program data and content.

Product Support & Technology Collaboration

• Serve as the primary liaison between the Partner Relations team and Technology teams for annual program launches, platform enhancements, system updates, and ongoing maintenance.
• Support management of hotel distribution technologies, GDS platforms, CRS systems, booking tools, and RFP platforms.
• Collaborate on technology-driven solutions that improve operational efficiency, supplier engagement, and advisor experience.

Analytics, Reporting & Business Performance

• Data management for Internova programs (partner, program, operational, and market data) to support strategic decision-making.
• Manage dashboards, reports, and performance metrics to measure program effectiveness and identify improvement opportunities.
• Monitor supplier production, participation trends, market demand, traveler preferences, and overall program performance.

Leadership & Team Development

• Lead, mentor, and develop the Program Operations team, including Support Desk, RFP Administration, Rate Audit, Promotions, and related operational functions.
• Foster a culture of accountability, collaboration, innovation, customer service, and continuous improvement.
• Establish performance expectations, conduct evaluations, and support employee development and succession planning.
• Serve as the escalation point for complex supplier, advisor, agency, and operational issues.
• Ensure team alignment with organizational goals, service standards, and business objectives.

Industry Representation & Special Projects

• Serve as a subject matter expert on hotel programs, partner relations, rate auditing, hotel content, and hospitality distribution to internal stakeholders.
• Lead or participate in strategic initiatives and cross-functional projects as assigned.
• Support Internova program initiatives and operational requirements.

• Bachelor's degree in Hospitality Management, Business Administration, Travel Management, or a related field. Equivalent experience may be considered.
• 10+ years of progressive leadership experience within the travel,…