Accommodations Plus International
Operations Director
Accommodations Plus International, Chicago, Illinois, United States, 60290
Essential Functions
Lead, grow and manage an operations team to ensure the right process is in place with a customer focus.Develop people within the team and across capabilities through coaching, identifying areas for growth.Design, implement and monitor quality training programs within operations.Responsible for developing and implementing policies and standards for operations.Strategic planning and execution to increase profitability, productivity and efficiency across company operations.Define API's operational resource planning strategy and gain support at all levels of the organization using data, compelling business logic, personal influence and credibility.Develop and monitor the management of the company's operations call center that will ensure prompt booking, processing and customer communications; accurate, appropriate and timely reporting in a cost-effective manner.Implement improved management processes and methods to generate greater ROI and workflow optimization.Ensure customer deliverables are met in accordance with service level agreements.Assist in the development of strategic initiatives for customer service improvements.Interact regularly with the executive team and individual department heads to ensure that the operational priorities are aligned with the overall direction of the company.Continuously investigate and introduce process improvement measures and make suggestions.Seek to create greater value for the customer by providing business reports and recommendations that are aligned with desired business objectives.Participate in negotiations with suppliers to ensure product relevance and cost-efficiency.Become knowledgeable of all API technology platforms to ensure customers are aligned with appropriate software solutions.Assist in the development of the Operations annual financial budget.Collaborate with functional departments to ensure business requirements are met.Competencies
Problem Solving/AnalysisResults DrivenManaging ProcessesCommunication ProficiencyPlanning AnalysisCustomer Service Relationship ManagementCrew allocationNetwork optimizationResource allocationRequired Education and Experience
Bachelor's degree completed.Master's degree is required.At least 10 years travel/aviation industry experience, working closely with airlines and/or hotels is a must.Strong computer skills, with an emphasis on Microsoft Office products especially Excel.Flexible to work after hours.English and Spanish (oral and written).Availability to travel.Who We AreAPI 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!Other DutiesDuties, responsibilities and activities may change at any time according to business needs.The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).Work EnvironmentThis position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.AAP/EEO StatementAccommodations 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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Lead, grow and manage an operations team to ensure the right process is in place with a customer focus.Develop people within the team and across capabilities through coaching, identifying areas for growth.Design, implement and monitor quality training programs within operations.Responsible for developing and implementing policies and standards for operations.Strategic planning and execution to increase profitability, productivity and efficiency across company operations.Define API's operational resource planning strategy and gain support at all levels of the organization using data, compelling business logic, personal influence and credibility.Develop and monitor the management of the company's operations call center that will ensure prompt booking, processing and customer communications; accurate, appropriate and timely reporting in a cost-effective manner.Implement improved management processes and methods to generate greater ROI and workflow optimization.Ensure customer deliverables are met in accordance with service level agreements.Assist in the development of strategic initiatives for customer service improvements.Interact regularly with the executive team and individual department heads to ensure that the operational priorities are aligned with the overall direction of the company.Continuously investigate and introduce process improvement measures and make suggestions.Seek to create greater value for the customer by providing business reports and recommendations that are aligned with desired business objectives.Participate in negotiations with suppliers to ensure product relevance and cost-efficiency.Become knowledgeable of all API technology platforms to ensure customers are aligned with appropriate software solutions.Assist in the development of the Operations annual financial budget.Collaborate with functional departments to ensure business requirements are met.Competencies
Problem Solving/AnalysisResults DrivenManaging ProcessesCommunication ProficiencyPlanning AnalysisCustomer Service Relationship ManagementCrew allocationNetwork optimizationResource allocationRequired Education and Experience
Bachelor's degree completed.Master's degree is required.At least 10 years travel/aviation industry experience, working closely with airlines and/or hotels is a must.Strong computer skills, with an emphasis on Microsoft Office products especially Excel.Flexible to work after hours.English and Spanish (oral and written).Availability to travel.Who We AreAPI 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!Other DutiesDuties, responsibilities and activities may change at any time according to business needs.The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).Work EnvironmentThis position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.AAP/EEO StatementAccommodations 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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