Position Overview
The Program Specialist delivers high-quality, responsive candidate support while monitoring workflows and serving as the first line of program-level issue identification. This front-line role is essential to maintaining a positive candidate experience and ensuring issues are surfaced early for resolution.
Core Responsibilities
- Candidate Support: Provide day-to-day candidate support via approved channels (email, platform messaging, phone); respond to routine inquiries, questions, and requests within defined SLAs
- Workflow Monitoring: Monitor Juno workflows for exceptions, missing data, delays, or candidate-initiated questions; flag issues for escalation to Program Managers
- Issue Identification & Escalation: Serve as the first line of program-level issue identification; escalate non-standard, high-risk, or complex issues to Program Managers or Senior Program Managers with clear documentation
- Candidate Readiness: Confirm candidate information (travel dates, interview details, policy eligibility) and ensure readiness for upcoming travel; proactively reach out to candidates with missing information or concerns
- Post-Trip Follow-Up: Support post-trip follow-up activities including feedback capture, expense reconciliation, and issue closure; ensure positive candidate experience through the entire journey
- Service Quality: Maintain a service-oriented, brand-aligned candidate experience; represent Direct Travel and Customer positively in all interactions
- Data Accuracy: Maintain accurate candidate records and ensure data integrity in systems; update candidate information as needed
- Communication: Provide clear, timely, and professional communication to candidates; manage expectations and keep candidates informed of travel arrangements and any changes
- Continuous Improvement: Identify opportunities for process improvements and contribute feedback to Program Managers; participate in team training and knowledge-sharing
Success Measures
- SLA response compliance (email, messaging, phone response times)
- Candidate satisfaction and issue resolution quality
- Clean escalation handoffs and documentation
- Accuracy of candidate information and data entry
- Low rate of recurring or preventable issues
- Positive feedback from candidates and internal stakeholders
- Attendance and reliability
Required Qualifications
- Bachelor's degree or equivalent
- 4+ years of customer service, operations support, or travel industry experience
- Strong written and verbal communication skills
- Ability to manage multiple tasks and priorities simultaneously
- Intermediate proficiency in MS Office (Word, Excel, email)
- Attention to detail and commitment to accuracy
- Professional demeanor and strong interpersonal skills
- Ability to remain calm and professional under pressure
- Reliability and strong work ethic
Preferred Qualifications
- Experience with travel management companies or travel operations
- Familiarity with CRM or ticketing systems
- Background in recruiting operations or candidate support
- Knowledge of travel policies and procedures
- Experience with workflow management or automation platforms
- Spanish fluency preferred
Skills Required
- Bachelor's degree or equivalent
- 4+ years of customer service, operations support, or travel industry experience
- Strong written and verbal communication skills
- Ability to manage multiple tasks and priorities simultaneously
- Intermediate proficiency in MS Office (Word, Excel, email)
- Attention to detail and commitment to accuracy
- Professional demeanor and strong interpersonal skills
- Ability to remain calm and professional under pressure
- Reliability and strong work ethic
- Experience with travel management companies or travel operations
- Familiarity with CRM or ticketing systems
- Background in recruiting operations or candidate support
- Knowledge of travel policies and procedures
- Experience with workflow management or automation platforms
- Spanish fluency
What We Do
Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit www.dt.com. Additionally, Creative Group, a subsidiary of Direct Travel, designs global programs and experiences that reward excellence and inspire people to reach their full potential – we call it Thrivability. Creative Group is a full-service performance improvement company specializing in meetings and events, group incentive travel, employee engagement and recognition, sales incentives and channel loyalty programs. Creative Group serves a client roster of Fortune 500 companies in a broad range of industries.
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