Online Technology Support Manager

SVP, Operations

Director of Operational Services

Operations

Virtual or Res Center

Exempt

This position is responsible for success of World Travel’s Operations Support technologies.

• Responsible for the day to day operations of the team and team deliverables
• Establish and measure goals for all associates
• Regular 1:1’s to ensure optimal performance and support is achieved
• Regular monthly team meetings with transparency and visibility into department goals and achievements
• Ensure department goals align with World Travel goals.
• Training for team on current and new processes

To support the advancement of Operations Technology platforms 

• First Level Online Support: 
• Online navigation and questions
• Provide support for Flightstats/Cirium
• Provide support for WorldHub and companion apps
• Provide support for Global alerts
• Provide support for Trip alerts
• Assist travelers that provide instructions/questions to the agent during the booking process
• Enhance Traveler Experience
• Online Testing
• Support all online bookings tools
• Attend monthly online release calls
• Creating SOPs for the team
• Manage the Team Sharepoint site
• Manage the Omnichannel phone system and Chat tool
• Run omnichannel reports for SLAs and performance

Essential Functions:

• Maintain Optimal Usage of all Operations Technology Systems
• Help troubleshoot issues
• Serve as a primary point of contact for resolution and escalation
• Ensure that WTI processes are communicated and that Standard Operating Procedures are being followed
• Assign implementation and daily tasks

Time Spent Performing 

• 40 hours/week

Competency Requirements

• Excellent written and verbal communication skills
• Comfortable in a customer facing position
• Proactive, consultative and analytical with ability to follow through consistently 
• Self-directed, organized and able to properly prioritize tasks
• Ability to work in a fast-paced, stressful environment
• Project and Product management ability 
• Technical Aptitude

Education and Experience Requirements

• Bachelor Degree or equivalent of minimum 5 years work experience in corporate travel or travel technology 
• Solid working knowledge of major GDSs and corporate online tools
• Expert Microsoft Office (Excel, Word, PowerPoint)