What You Will Do
• Own and continuously enhance [Company] Global Travel Policy in collaboration with finance, HR and risk functions.
• Identify program opportunities across savings, compliance, sustainability, and traveler satisfaction.
• Use data to drive policy refinements and business case development.
• Champion a high-touch traveler experience, prioritizing responsiveness, empathy, and care, especially for executive-level travelers and executive admins.
• Serve as the escalation point for complex or sensitive travel issues, ensuring timely and proactive resolution.
• Regularly engage travelers and executive admins for feedback, satisfaction measurement, and service recovery.
• Lead training, onboarding, and communications to educate associates and admins on policy, systems, and support channels.
• Partner with the Bangalore team to create a white-glove support model with documented SLAs and issue handling protocols.
• Build trusted relationships with senior leaders, admins and frequent travelers. Align travel operations with [Company] cultural expectations for service and professionalism. Serve as liaison with Legal, Risk, HR and business units for travel compliance and strategy.
• Manage third-party providers such as TMCs, booking platforms (e.g. AMEX GBT) and duty-of-care services. Ensure vendors adhere to [Company] customer service expectations and issue escalation paths.
• Track vendor performance, negotiate contracts and support preferred supplier programs.
• Provide functional oversight and coaching of travel team who manage booking compliance, first-level traveler support and daily operations.
• Drive process consistency, escalation routing, and continuous improvement across geographies.
• Lead emergency travel coordination and communications during events impacting traveler safety or continuity.
Minimum Qualifications
• Bachelor's Degree Business, Finance, Hospitality, or related field and 7-10 years
• 8-10 Years Travel Program Management, Customer Service Operations, or Shared Services Leadership
• 3-5 Years Proven success building or enhancing traveler support models with high satisfaction. Experience handling executive travel needs and managing high-pressure issue resolution.
• Proficient with MS Office Suite
Preferred Qualifications
• 3-5 Years Experience with global travel systems (Amex GBT, Egencia, SAP Concur)
• 3-5 Years Background in corporate travel or service operations in a Fortune 100 environment.
• 3-5 Years Prior experience managing offshore or shared service teams.
• Travel negotiations and contracting experience
• Vendor Management
• Project Management