Sr. Manager, Operations - REMOTE

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Sr. Manager, Operations within ALG Vacations, one of our 14 industry-leading brands. In this role you will be responsible for building and leading a high-performing team, providing premium service delivery to customers whom are currently in travel or have returned from their vacation. This role involves coaching and developing colleagues to ensure they meet or exceed specific quality service metrics. The manager engages with both onshore and offshore colleagues to ensure customer contacts (phone, e-mail, chat) are promptly answered and completed within the service level goal including providing 24/7 support. The teams under their supervision, known as the Post Travel and During Travel teams, offer comprehensive support to customers and travel agents, addressing any issues they encounter. This leader works closely with VP, Operations on elevated real time customer issues as well as major irregular operations .

A successful Sr. Manager, Operations will:

• Coach and mentor leaders, onshore colleagues and out sourced resources to meet and exceed service metrics and quality expectations.
• Manage and resolve escalated during and post travel issues while balancing the needs of the business
• Be a role model in promoting recognition, care and gratitude to all colleagues
• Provide team members with timely feedback including performance metrics via regular team meetings and 1:1 meetings/coaching sessions
• Ensure KPIs are met for voice and emails for during and post travel inquiries
• Interview and set/implement training objectives for all colleagues within during and post travel
• Utilize data to analyze customer improvement opportunities and implement changes aligning with other internal teams
• Test new processes to improve communication, empowerment and efficiency between during and post travel teams to improve customer experience
• Conduct progressive disciplinary action, provides performance feedback, delivers performance reviews, presents to HR recommendations for termination of poor performers
• Monitors department engagement and implements action to increase engagement and retention, leads change management initiatives, reviews and addresses employee survey action plans

A successful Sr. Manager, Operations will have:

• Preferred BS/BA or equivalent experience; Required High School Diploma
• Microsoft Office Suite, Basic computer knowledge and skills, Strong ability to learn and adapt quickly to new technology and/or systems.
• 1-3 Years of Customer Service Leadership (Call Center Operations and/or Customer Experience Leadership
• While performing the duties of this job, the employee will be sitting continuously for prolonged periods (more than 1.5 hours consecutive hours in an 8 hour work day) and is regularly required to use hands to handle or feel objects, tools or controls; keyboard use, reach with hands and arms, talk and hear.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Travel required (external airport and driving mobility as needed).

As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
• Resort Brand Management: Management of 5-star and 4-star luxury resorts
• Destination Management Services: Best-in-class destination management services provided by Hyatt Inclusive Collection and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping. Apple Vacations® clients have access to flight, hotel, and transfers - they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG's Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.