Corporate Operations Manager

This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, , IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, SC, TN, TX, VA, WV.

Responsible for providing positive and supportive front‑line leadership to develop and maintain associates within a professional team capable of fulfilling the mission of Fox World Travel. Lead the associates to achieve the highest level of customer service expectations, revenue growth and profitability with an ultimate goal of ensuring agreed upon service level agreements are adhered to and that an exceptional quality of service is delivered to all clients.

This is a hands‑on role requiring experience in handling reservations for domestic, group air, online queue fulfillment, quality fulfillment, international business travel needs and working with customers and VIP clients.

Due to the nature of emergency travel services, this position requires the ability to work a flexible schedule, including evenings, weekends, and holidays. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

A day in the life of an Emergency Service Operations Manager at Fox may include:

• Conducting regular audits of associates’ reservations and call logs to ensure proper documentation of all Emergency Service bookings.
• Maintaining the associate’s schedule and proactively monitoring world airline disruptions to ensure proper staffing levels are met.
• Ensuring that members of the team are provided a platform to achieve their goals, whether developmental or role critical, by providing ongoing honest feedback, both positive and improvement related.
• Ensuring and maintaining a work environment that attracts and retains high quality employees.
• Supporting associates by taking calls and booking reservations when workload exceeds staffing levels.
• Developing new and existing associates with ongoing training and support needs as required.
• Coaching and developing associates toward achieving their professional goals by offering constructive feedback through monthly one‑on‑one meetings and annual reviews.
• Striving for continual improvement through training and constructive feedback.
• Always maintaining an optimum schedule and monitoring shifts to ensure proper staffing coverage.
• When service issues are identified, recommending solutions, or escalating the matter in a timely manner for support.
• Updating knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Conducting and participating in new hire interviews and making recommendations of qualified candidates.
• Monitoring team members’ daily productivity and redistributing work as necessary.
• Ensuring proper human resources and company processes and policies are followed.
• Ensuring that established goals and expectations are communicated to and met by each member of the team.
• Promoting positive team reinforcement/reward and recognition.
• Timely and accurate completion of required reports and employee tracking.
• Providing assistance with departmental project management needs, such as scope creation, deadline monitoring, key stakeholder updates, creation of standard operating procedures, etc.
• Aiding in internal and external customer‑facing support as needed.
• Participating in reviews with Client Solution Managers as needed.
• Executing disciplinary action up to and including termination.
• Maintaining a high level of proficiency in internal processes, technology, and Smartpoint that is being used by associates.
• Partnering with Client Solutions to build business account relationships and manage the value Fox World Travel provides to clients.
• Fostering effective communication with internal and external customers.
• Participating in manager and staff meetings to provide internal communication with staff regarding vendor and Fox related issues.
• Leading by example to reinforce superior customer service and professionalism.
• Meeting and exceeding customer expectations by managing customer service to agreed‑upon levels related…