Global Group Transport Manager

Expedia Delaware , OH 43015

Posted 4 weeks ago

Egencia

Egencia, and Expedia Group Company, makes business travel better. Combining technology and service, we build a seamless experience, where companies have access to a user-friendly interface, extensive travel options, and 24/7 global support. Join our mission and help us take the next steps in transforming the world of business travel.

The Global Group Transport Manager is a new role primarily tasked with executing on day to day operational group transport activities throughout Egencia Meetings & Events (M&E) main hubs. The North American hub is centered on a proprietary online group air booking platform. This role will be critical to the success of the global alignment of Meetings and Events with cross geographical teams and processes through its ownership of those teams and processes. The Manager will also be expected to be the key point of contact for clients to serve as their day to day contact as needed.

Who You Are:

  • You have a college diploma or degree in related field (preferred)

  • You have a minimum of 5-7 years of current and relative travel industry and meetings and event experience (including global group air coordination)

  • Experience in call center operations, meeting planning and logistics support

  • Experience in handling group blocks, global group movements and charters is deeply preferred.

  • You are experienced in leading global teams with skill sets of logistics and air (management of virtual teams is an asset)

  • You are knowledgable in Sabre (knowledge of Amadeus would be an asset)

  • You have a strong sense of customer centricity while balancing the needs of the business and the team

  • Strong financial acumen (e.g. budget review and planning)

  • You have handled and negotiated venue sourcing engagements and contracts

  • You have extraordinary communications skills: verbal, written, presentation and consultative skills

  • You are skilled in Project Management (formal Project Management designation/training is a plus)

  • You are a deeply organized multi-tasker who works well under stressful situations

  • You are proficient in Microsoft Office Suite (including advanced experience in Excel) and Cvent

  • Ability to travel when required

What You'll Do:

OPERATIONAL EXCELLENCE:

  • You will efficiently align teams to handle online air group travel movements, offline air group travel movements as well as hybrid booking approaches to the highest level of operational excellence.

  • As the Manager, you will also lead team responsible for small meetings (e.g. sourcing, attendee management and logistics planning)

  • You will help develop and establish standardized group transport processes & procedures

  • You will establish operational structure with offshore vendors for augmentation of M&E air team, when required due to workload

  • You will help establish benchmarks, metrics and reporting to include customer satisfaction, agent call volume and transactional performance

  • You will drive group transport and logistics solutions embedded into the global strategy into the operations (input into the sales process where needed)

  • Lead solutions for critical issues from direct reports

  • Help establish management systems for staff forecasting, business forecasting, operational performance scorecard and CSAT resolution process and results

  • Assist in the full service events handoff and partners with sales and operations to design transport operational process

  • Ensures that all concessions and supplier agreements are being demonstrated by program and is aligned with corporate where applicable.

  • You will lead the air related timeline, budget/pro-forma, and group reporting for the team

  • Help establish implementation timelines for programs as needed

People leadership:

  • You will oversee team leaders' management of all group transport coordinators and small meetings team members in M&E department to include both full service and online fulfillment group air teams

  • You will be responsible for handling duty of care and crisis management for group transport

  • You will ensure the team provides a high level of consultative customer service and integrity to the client

  • You will ensure time tracking of programs and timely reconciliation of programs to ensure timely bills to clients

Customer engagement:

  • Identifies additional revenue/upsell opportunities

  • You will acts as a Project Lead & Liaison with clients at a senior level

  • You will enforcement contracts and finds opportunities for operational and pricing model changes

  • Negotiate of the best possible group rates and program concessions for the meetings utilizing client supplier relationships

  • You will stay current with supplier agreements, relationships and industry trends through attendance at team meetings and supplier presentations

  • You will build program documents (e.g. Statements of Work)

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Egencia, trivago, HomeAway, Orbitz, Travelocity, Wotif, lastminute.com.au, ebookers, CheapTickets, Hotwire, Classic Vacations, Expedia Media Solutions, CarRentals.com, Expedia Local Expert, Expedia CruiseShipCenters, SilverRail Technologies, Inc., ALICE and Traveldoo.

  • LI-LW1

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.


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Global Group Transport Manager

Expedia