Accommodations Plus International
Director of Operations - Dallas, TX
Accommodations Plus International, Dallas, Texas, United States, 75215
Director of Operations
Director of Operations serves as the central voice from Operations on issues regarding optimal operational efficiency as related to policy and standards strategy, training and meeting client service initiatives within an Operations environment.
Director is a key member of the Operations team dedicated to a customer focus work environment. Thrives when working on high profile, detail‑oriented projects that result in concrete outputs or outcomes. Enjoys interacting daily with people at different levels in the organization, influencing others without authority, and is an effective leader whose personal values are in line with API’s company culture.
Reports to the VP Operations.
Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Lead, grow and manage a team of Operations to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client.
Develop people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities.
Consistently provide team members guidance, goal setting and performance feedback on a regular basis.
Design, implement, and monitor quality training programs within operations.
Responsible for the development and implementation of Policy and Standards for the Operations department.
Maintain a Standard Operating Procedure Manual (SOP) content, ensuring that it is accessible, understandable and up to date.
Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations.
Define API’s Operations resource planning strategy and gain support at all levels of the organization using data, compelling business rationale, and personal influence and credibility.
Develop and direct the management of the company’s operations call center that will ensure fast booking, processing and communications to the client; accurate reporting, proper and timely reporting in a cost‑efficient manner. Implement improved processes and management methods to generate higher ROI and workflow optimization.
Ensure client deliverables are met in accordance with service level agreements.
Assist with the development of strategic initiatives for client service improvements.
Partner with the Director of Client Delivery to analyze and evaluate the effectiveness of agent utilization and the execution of monthly plans to drive continuous process and agent utilization improvement.
Develop and direct the management of the customer call center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues.
Develop and direct the management of the information technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversee all company telecommunication systems and support. Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities and substantial ROI.
Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction.
Continually investigate and introduce process improvement measures and present suggestions to EVP for consideration.
Participate in vendor negotiations to ensure product relevance and cost‑efficiency.
Fully understand the client’s business and ensure all deliverables are being met for a successful relationship.
Strive to create increased value for the client by providing business reporting and recommendations that are aligned with desired business goals.
Become knowledgeable in all API technology platforms to ensure clients are aligned with appropriate software solution.
Collaborate with functional departments to ensure business requirements are met.
Assist in the development of Operations annual financial budget.
Problem solving / analysis.
Business acumen.
Strategic thinking.
Results driven.
Leadership.
Customer focus.
Managing processes.
Market knowledge.
Developing and maintaining budgets.
Technical capacity.
Communication proficiency.
Supervisory Responsibility This position is directly responsible for leading managers/directors of the division.
Competencies
Problem solving / analysis
Business acumen
Strategic thinking
Results driven
Leadership
Customer focus
Managing processesMarket knowledge
Developing and maintaining budgets
Technical capacity
Communication proficiency
Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type and Expected Hours of Work This is a full‑time position. Days and hours of work are Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.
Travel This position may require travel (domestic and international).
Required Education and Experience
Established (at least 5 years) of experience in the travel industry and working closely with hotels is a must
Bachelor’s degree
Strong analytical background
Solid judgment and leadership skills
Knowledge of analysis and planning techniques.
Knowledge of airline operations and business models.
Strong implementation and operations experience
Shows attention to detail and the ability to produce high quality work
Strong Microsoft Office computer skills, with emphasis on Excel
An organized self‑starter who can work proactively and independently
Able to multi‑task and work well under strict deadlines and fast‑paced environment
Demonstrated ability to create and present a business case, including simplifying complex analyses.
Demonstrated broad experience leading large cross‑functional teams.
Outstanding relationship management and customer service orientation skills.
Ability to work with and understand diverse cultures here and abroad
A profound understanding of how political, social and cultural differences between countries, people and cultures affect a successful partnership.
Flexible to work after‑hours based on business demand.
English, Portuguese and Spanish fluency (oral and written)
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day‑to‑day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end‑to‑end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech‑savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!
AAE/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
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Director is a key member of the Operations team dedicated to a customer focus work environment. Thrives when working on high profile, detail‑oriented projects that result in concrete outputs or outcomes. Enjoys interacting daily with people at different levels in the organization, influencing others without authority, and is an effective leader whose personal values are in line with API’s company culture.
Reports to the VP Operations.
Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Lead, grow and manage a team of Operations to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client.
Develop people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities.
Consistently provide team members guidance, goal setting and performance feedback on a regular basis.
Design, implement, and monitor quality training programs within operations.
Responsible for the development and implementation of Policy and Standards for the Operations department.
Maintain a Standard Operating Procedure Manual (SOP) content, ensuring that it is accessible, understandable and up to date.
Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations.
Define API’s Operations resource planning strategy and gain support at all levels of the organization using data, compelling business rationale, and personal influence and credibility.
Develop and direct the management of the company’s operations call center that will ensure fast booking, processing and communications to the client; accurate reporting, proper and timely reporting in a cost‑efficient manner. Implement improved processes and management methods to generate higher ROI and workflow optimization.
Ensure client deliverables are met in accordance with service level agreements.
Assist with the development of strategic initiatives for client service improvements.
Partner with the Director of Client Delivery to analyze and evaluate the effectiveness of agent utilization and the execution of monthly plans to drive continuous process and agent utilization improvement.
Develop and direct the management of the customer call center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues.
Develop and direct the management of the information technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversee all company telecommunication systems and support. Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities and substantial ROI.
Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction.
Continually investigate and introduce process improvement measures and present suggestions to EVP for consideration.
Participate in vendor negotiations to ensure product relevance and cost‑efficiency.
Fully understand the client’s business and ensure all deliverables are being met for a successful relationship.
Strive to create increased value for the client by providing business reporting and recommendations that are aligned with desired business goals.
Become knowledgeable in all API technology platforms to ensure clients are aligned with appropriate software solution.
Collaborate with functional departments to ensure business requirements are met.
Assist in the development of Operations annual financial budget.
Problem solving / analysis.
Business acumen.
Strategic thinking.
Results driven.
Leadership.
Customer focus.
Managing processes.
Market knowledge.
Developing and maintaining budgets.
Technical capacity.
Communication proficiency.
Supervisory Responsibility This position is directly responsible for leading managers/directors of the division.
Competencies
Problem solving / analysis
Business acumen
Strategic thinking
Results driven
Leadership
Customer focus
Managing processesMarket knowledge
Developing and maintaining budgets
Technical capacity
Communication proficiency
Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type and Expected Hours of Work This is a full‑time position. Days and hours of work are Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.
Travel This position may require travel (domestic and international).
Required Education and Experience
Established (at least 5 years) of experience in the travel industry and working closely with hotels is a must
Bachelor’s degree
Strong analytical background
Solid judgment and leadership skills
Knowledge of analysis and planning techniques.
Knowledge of airline operations and business models.
Strong implementation and operations experience
Shows attention to detail and the ability to produce high quality work
Strong Microsoft Office computer skills, with emphasis on Excel
An organized self‑starter who can work proactively and independently
Able to multi‑task and work well under strict deadlines and fast‑paced environment
Demonstrated ability to create and present a business case, including simplifying complex analyses.
Demonstrated broad experience leading large cross‑functional teams.
Outstanding relationship management and customer service orientation skills.
Ability to work with and understand diverse cultures here and abroad
A profound understanding of how political, social and cultural differences between countries, people and cultures affect a successful partnership.
Flexible to work after‑hours based on business demand.
English, Portuguese and Spanish fluency (oral and written)
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day‑to‑day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end‑to‑end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech‑savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!
AAE/EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
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