Senior Director, Travel Services

When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100000 people every year theres no organization better than Road Scholar. Whats our secret Dedicated and talented staff who believe in our mission.

At Road Scholar we are committed to fostering a culture of inclusivity and belonging. We believe that by valuing a wide range of perspectives and experiences we create a stronger more innovative organization that reflects the communities we serve.

In addition we are dedicated to being an environmentally sustainable organization. From the way we design our programs to how we operate as a team we are striving to reduce our environmental impact and create a positive legacy for future generations.

About the role...

The Senior Director Travel Services sets the strategic direction and provides overall leadership for Travel Services strengthening the functions capabilities and its ability to deliver a high-quality consistent participant experience. Leading through a team of senior leaders this role ensures the operation is effectively led and executed while remaining focused on long-term strategy innovation and continuous improvement. The Senior Director designs and leads a function that enables the team to navigate the complexity of the airline landscape manage high operational demands and deliver on Road Scholars mission and business goals.

Road Scholar offers a remote work environment. The compensation range for this exempt level salaried position is $119500 - $144500 based on experience.

In this role you will provide...

Strategy & Functional Direction:

• Define and drive the vision and long-term direction for Travel Services ensuring alignment with organizational priorities
• Establish and communicate a clear service and operating model across inbound outbound and support teams
• Ensure the function evolves to meet changing participant and organizational needs

Continuous Improvement & Change Leadership:

• Lead strategic and systemic improvement efforts across the function Champion changes that enhance service quality efficiency in both the employee and participant experience
• Translate insight into action by delivering measurable operation and experience improvements

Cross-Functional Leadership & Alignment:

• Serve as the primary cross-department leader for Travel Services partnering across teams to influence outcomes and drive alignment
• Ensure clarity in roles responsibilities and handoffs across functions (e.g. Air Operations Program teams PX PS)
• Connect the work of Travel Services to broader organizational goals and initiatives

Performance Framework & Operational Excellence:

• Oversee the establishment of operational goals KPIs and best practices that reflect the true goals of the function
• Define performance standards across service quality and efficiency ensuring they are meaningful and actionable
• Ensure a performance management framework is in place enabling leaders to monitor results and adjust operations in real time to achieve targets

Organizational Leadership & Structure:

• Lead and develop a team of senior leaders including the Senior Operations Manager Senior Training Manager and the Director Travel Services
  • Senior Operations Manager
  • Senior Training Manager
  • Director Travel Services
• Design an organizational structure that supports clarity scalability and effective spans of control Coach leaders to operate at the appropriate level balancing strategic thinking with execution

Capability Building: Training Communications & Operations:

• Set direction for the Training function led by a Senior Manager to ensure programs effectively build capability and reinforce service quality and efficiency standards
• Set direction for the Operations function led by an Operations Manager to ensure strong workforce planning performance monitoring and actionable insight
• Ensure alignment across Training and Operations to drive consistency in execution and support informed data-driven decision-making

Outcomes & Organizational Impact:

• Deliver measurable improvements in participant experience operational efficiency and team effectiveness
• Position Travel Services as a strategic contributor to the organizations broader success Ensure team efforts are clearly connected to participant impact and business outcomes

Were seeking...

• 8 years of leading complex service operations customer experience contact center hospitality travel healthcare or other service-oriented organizations
• 5 years of experience leading organizational change process improvement and operational transformation initiatives
• 5 years of experience leading leaders developing emerging leaders and building high-performing teams
  Experience balancing strategic planning with operational execution in a complex service-oriented environment
• Proven ability to quickly learn complex business functions and lead teams comprised of subject matter experts

• Demonstrated ability to make sound decisions in areas where others possess deeper technical expertise

• Experience building strong partnerships with operational subject matter experts to drive business outcomes

Additional Skills:

• Strong service orientation and commitment to delivering high-quality customer experiences
• Strategic thinker with the ability to translate vision into action
• Strong change leadership and organizational development skills
• Excellent communication and relationship-building abilities
• Demonstrated ability to lead through ambiguity and complexity
• Ability to balance participant needs employee experience and business objectives
• Strong analytical and problem-solving skills
• Ability to lead effectively without being the technical expert in every area of responsibility
• Curiosity and learning agility; quickly develops understanding of complex business processes and operating environments

Why join the Road Scholar Team...

We offer a competitive compensation and benefits package!

• Medical Dental and Vision Insurance (with a substantial employee subsidy!)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually accrued every payroll cycle
• Enjoy a paid week off in addition to your PTO at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• As a Road Scholar employee you can opt-in to receive an IATA membership
• We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities
• Thats right were fully remote!
• To learn moreabout our benefits offerings check us out at Opportunity Employer

  Road Scholar supports diversity in our staff participants and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer we consider applicants for all positions without regard to race color religion gender national origin age sexual orientation pregnancy illness marital or veteran status or disability or any other status protected by applicable law.

  Cybersecurity

  At Road Scholar we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL . We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met or from a non-Road Scholar email domain it may be a phishing attempt.

  Required Experience:

  Exec

  ]]>