National Operations Leader


Corporate Travel Management is an award-winning provider of innovative and cost-effective travel management solutions to the corporate market. Our proven business strategy combines personalized service with client-facing technology for an impressive return on your investment. CTM is an ASX:200 corporation, with current market capitalization exceeding $1 billion.


Our Denver headquarters established the CTM brand in North America in 2012 and through the CTM growth model we are now a Top Ten TMC in North America with more than 20 offices coast-to-coast. We are a family of locally-empowered entrepreneurial professionals underpinned by the power and scale of a global technology disrupter.


The company employs over 750 FTE in North America and 2,200 FTE staff globally and maintains a global administrative base in Australia. CTM thinks globally, but acts locally by serving clients in 82 countries, including owned operations across Australia, Asia, North America, Europe and New Zealand.


As a member of the CTM Senior Leadership Group reporting to the COO for North America, the position will function operationally and strategically to maintain and develop the North America corporate business support models toward long term productive and profitable sustainability and growth. Operationally, the role will be responsible for delivering efficient external and internal support services to all regions across North America, leading a team of 4 direct reports with over 40 talented people (many of them remote working), across the functions of After Hours, Fares / Hotel Desk, New Client Implementations, OBT implementations and support.


Duties and Responsibilities


Strategic and Operational


  • Develop and Maintain the overall Department Vision and Annual Business Plan, collaborating with internal clients and individual team leaders and members for the various support services

  • Lead change management initiatives to support the teams in their transition to becoming a truly National team, supporting all regions across North America

  • Evaluate and implement best practice processes to deliver consistent excellent customer service and OBT offerings, removing redundancy in current practices.

  • Manage large National and Enterprise Client Implementations and all OBT Implementations

  • Service all clients across North America with 24*7 afterhours assistance through all media forums (email, chat, SMS, call), completing all booking, reservation and ticketing assistance with full accountability for booking accuracy and capturing client UID information.





  • Responsible for management of national operations budget;

  • Assist in annual and budgeting processes and ongoing reforecasts which support the divisional business plan.

  • Communicate financial results with team.

  • Lead and Manage performance of teams aligned with customer and internal service level agreements





  • Provide leadership and strategic direction to CTM national support operations Leaders and their teams;

  • Identify and develop a successor;

  • Adhere to CTM NA People Communication and Recognition Vehicles including daily stand ups, weekly business meetings and Quarterly Check-ins

  • Facilitate career planning processes including the establishment of goals and alignment of goals to company objectives (so each person understands how they contribute to the company success);

  • Support training and development initiatives.



    Key Relationships


  • COO and Regional SVP / GMs for CTM regions in North America
  • Operations, Sales and Account management leaders across Regions
  • External Clients
  • Internal Finance and IT businesses
  • External suppliers


Experience & Key Competencies


Qualifications and Experience


  • At least 10 years’ experience in TMC operations with minimum 3 years in a Senior Operations Role
  • Strong commercial acumen and technical process knowledge including fares and ticketing; Front reservation and mid office systems knowledge essential
  • Demonstrated ability in developing and implementing business processes improvement and change management
  • Strong interpersonal and communication skills with ability to develop relationships at all levels
  • Proven leadership and teamwork skills
  • Demonstrated success in developing, implementing and enhancing efficient business processes in multi-site location
  • Strong customer focus – with travel industry experience essential
  • High degree of flexibility and ability to deal with change, growth and pressure


Behavioral Criteria


  • Persuasiveness and influencing ability

  • Results orientation and deadline driven

  • Judgement and decision making

  • Flexibility and adaptability

  • Entrepreneurial initiative

  • Leadership

  • Relationship building

  • Oral communication



    CTM offers a rich benefits package including health, 401k, dental, life insurance and more.


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