Position Overview:
The Senior Program Manager serves as the regional owner for candidate travel delivery, ensuring alignment to the global operating model, policies, and service expectations while managing regional execution, escalations, and stakeholder coordination. This role bridges global strategy with regional execution, ensuring a consistent, high-quality candidate experience across the assigned region.
Core Responsibilities:
- Regional Program Ownership: Own regional execution of the Candidate Travel Program (US, EMEA, or APAC); ensure consistent delivery against global operating model, policies, and SLAs
- Stakeholder Coordination: Coordinate across Recruiting, Mobility, Relocation, and Travel stakeholders to align candidate timelines, dependencies, and expectations; facilitate cross-functional alignment on policy and process changes
- Workflow Monitoring & Exception Management: Monitor Juno workflows, dashboards, and performance metrics; intervene proactively on exceptions, disruptions, policy risks, or performance gaps
- Escalation Management: Manage regional escalations and high-priority candidate issues within defined SLAs; serve as the escalation point between Program Managers and Head of Program Delivery; resolve non-routine issues and complex candidate situations
- Candidate Experience: Ensure consistent, brand-aligned candidate experience across the region; maintain service quality standards and drive continuous improvement in responsiveness and issue resolution
- Automation & Reporting Partnership: Partner with Automation and Reporting resources to improve regional performance metrics, adoption rates, and identify efficiency opportunities
- Capacity Planning & Business Reviews: Provide regional input into quarterly reviews, capacity planning, and future-state design; prepare regional performance summaries and trend analysis for executive review
- Team Leadership & Development: Provide coaching and support to Program Managers and Specialists; ensure clear accountability and quality standards across the regional team
Success Measures:
- Regional SLA adherence and response times
- Low escalation leakage to senior leadership
- Smooth execution through volume spikes and hiring surges
- Regional CSAT scores and candidate feedback
- Accuracy and completeness of candidate travel execution
- Automation adoption and efficiency metrics by region
- Team productivity and employee engagement
Required Qualifications
- 7+ years of corporate travel account management, program management, or operations experience
- 3+ years managing regional or multi-location travel programs
- Strong knowledge of travel industry operations, policies, and automation platforms
- Demonstrated experience with workflow management systems (e.g., Juno, Avenir) and data analysis
- Excellent interpersonal, communication, and problem-solving skills
- Ability to manage multiple priorities and work across time zones
- Advanced proficiency in MS Office (Excel, PowerPoint, Word) and CRM platforms
- Strong analytical and reporting capabilities
- Bachelor's degree in Business, Operations, or related field preferred
Preferred Qualifications
- Experience with large enterprise recruiting programs
- Knowledge of candidate experience best practices and recruiting workflows
- Experience with SLA management and KPI tracking
- Background in business travel policy or mobility services
- Leadership experience managing small teams or matrix teams
- Bilingual Spanish is ideal
Skills Required
- 7+ years corporate travel account management, program management, or operations experience
- 3+ years managing regional or multi-location travel programs
- Strong knowledge of travel industry operations, policies, and automation platforms
- Demonstrated experience with workflow management systems (e.g., Juno, Avenir) and data analysis
- Advanced proficiency in MS Office (Excel, PowerPoint, Word) and CRM platforms
- Strong analytical and reporting capabilities
- Excellent interpersonal, communication, and problem-solving skills
- Ability to manage multiple priorities and work across time zones
- Bachelor's degree in Business, Operations, or related field
- Experience with large enterprise recruiting programs
- Knowledge of candidate experience best practices and recruiting workflows
- Experience with SLA management and KPI tracking
- Background in business travel policy or mobility services
- Leadership experience managing small teams or matrix teams
- Bilingual Spanish
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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