Operations Manager

This is a VIP, high-touch Operations Manager role responsible for leading a specialized team that supports Meetings & Events and Incentive travel clients requiring the highest level of service and attention. This position provides the leadership, development, mentorship, and direction necessary to ensure CTM consistently delivers an exceptional customer experience.

The Operations Manager is largely accountable for the overall customer experience, overseeing quality, service delivery, and performance against established metrics. This individual will interact extensively with both internal stakeholders and external clients, aligning teams around a shared goal of delivering high-quality, efficient, and consistent service.

Success in this role requires a hands-on leader with strong people management, customer-facing, and Sabre expertise. The manager must maintain the current ability to actively book in Sabre and support the team operationally when needed. Leading a smaller, highly skilled team of approximately 5-6 direct reports, this role supports agents handling complex, high-touch reservations for premium clients. To succeed as an Operations Manager at CTM, one must effectively leverage the strengths, resources, and expertise within the team to support both client expectations and internal outcomes. Maintaining service standards, fostering collaboration, and creating a cohesive, team-oriented environment are critical.

As CTM continues to grow and welcome new team members, Operations Managers must bring together diverse skill sets and backgrounds. This role requires the ability to implement a structured framework that enables agents to rely on one another for technical support, allowing the manager to focus on forward planning, partnering with Account Management and Sales, and-most importantly-coaching and developing the team.

8A-5PM CT additional hours during certain times of the year may be required

Lead a VIP, high-touch operations team supporting Meetings & Events and Incentive travel clients.
• Maintain current, hands-on Sabre booking proficiency and provide direct booking support alongside the team when needed.
• Maintain up-to-date working knowledge of team capabilities, Sabre functionality, and all client-specific processes and policies.
• Communicate quality and service commitments clearly through training, written communication, and ongoing coaching.
• Serve as an escalation point for customer requests and service issues; resolve concerns professionally and efficiently.
• Monitor operational key performance indicators and ensure issues are addressed and communicated appropriately.
• Partner with leadership to assess agent performance, quality standards, and training needs.
• Foster strong, positive working relationships across CTM and with external clients.
• Assist in the planning and implementation of new service products, programs, and initiatives.
• Participate in problem-solving efforts, including root cause analysis and continuous improvement initiatives.
• Create and sustain a collaborative, team-oriented, high-performance environment.
• Coach, mentor, and motivate team members to achieve goals while maintaining strong morale.
• Identify service trends and enhancement opportunities; partner cross-functionally to implement solutions.
• Represent CTM in a polished, professional manner and maintain composure in high-pressure situations.
• Ensure the highest levels of service quality, professionalism, and client satisfaction are consistently met.
• Communicate operational policies and procedures effectively and ensure ongoing compliance.
• Work closely with Operations leadership on scheduling, performance management, employee development, and performance reviews.

• This position includes managing direct reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• High School Diploma or equivalent is required.
• Three to five years' experience in the travel industry with successful management and/or supervisory skills strongly preferred
• Proficiency in Sabre, Microsoft Word, Outlook

• Effective communication skills: ability to communicate in a manner which ensures message is understood by all.
• Excellent diplomatic skills: the ability to establish and maintain positive relationships with both internal and external team members.
• Ability to deliver excellent internal and external customer service.
• Excellent problem-solving and trouble-shooting skills.
• Exceptional relationship management skills.
• Must have the ability to motivate, develop and effectively manage members of his/her team.
• Self-motivated and able to work well with frequently shifting priorities.
• Must be willing to book travel when necessary.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

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BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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