Manager Corporate Travel & Operations

Job Summary

The Manager, Corporate Travel & Operations oversees the daily operations, governance, and performance of the company’s enterprise-wide business travel program. This role manages travel policy, vendor partnerships, travel technology, reporting and analytics, traveler support, payment controls, expense oversight, and audit of travel-related submissions. The Manager is responsible for delivering a high-quality traveler experience while driving cost optimization, operational efficiency, compliance, duty of care, and alignment with organizational goals. 
 
The role partners closely with the Travel Management Company, other service providers, Finance, Procurement, Security, Legal, and HR to manage program performance, vendor relationships, traveler communications and experience, and specialized travel arrangements, including charter aviation. As part of the Corporate Services team, this position will also support department-led initiatives as needed, including administrative services related to hospitality, company ticket administration, and corporate services projects. This position reports to the VP, Corporate Services & Events. 

Responsibilities

Program Management 

• Oversee enterprise travel operations, including development and implementation of annual program goals and performance measurement frameworks.
• Develop, evaluate and implement new services or enhancements to existing services to support the company and traveler experience.
• Manage charter aviation and related vendor coordination, ensuring appropriate approvals, cost controls, and alignment with company policy. Oversee logistics, usage, documentation, budget and billing.
• Assist with group air travel, storm response accommodations, customer promotional travel and hotel room blocks, as needed.
• Support Corporate Services department-led initiatives outside of travel, including company ticket administration and corporate services projects, as needed. 

Technology, Tools & Data Analytics 

• Own and optimize travel technology platforms including the online booking tool and TMC integrations. Evaluate, implement and monitor controls across booking platforms and TMC engagement.
• Monitor, evaluate, and act on daily travel reporting from the TMC.
• Lead analytics to track spend, model savings, and develop reporting dashboards.
• Evaluate emerging travel technologies to improve automation and traveler experience.
• Analyze data to identify out-of-policy spend, leakage, savings opportunities, and areas requiring reinforcement of policy or process improvement. 

Contract Negotiation & Vendor Management 

• Conduct RFP cycles, sourcing, and rate benchmarking. Manage contracts and negotiations with airlines, hotels, car providers, TMC, and other service providers.
• Monitor vendor performance including strategic business reviews with service providers to evaluate performance, service trends, savings opportunities, and program improvements.

Policy, Process Governance & Duty of Care

• Evaluate and maintain corporate travel policies to ensure clarity, compliance, alignment with business needs, and consistency with industry best practices.
• Create and manage vendor onboarding, SOPs, process maps, and internal controls.
• Monitor and remedy program leakage and maintain online booking adoption rates.
• Manage traveler tracking, travel advisories, escalation protocols, compliance reporting, and duty-of-care response procedures. 

Communication & Change Management 

• Serve as the primary escalation point for traveler inquiries, including issue resolution and coordination with the TMC and internal partners.
• Develop employee education and training materials. Deliver communications, including the employee intranet, to employees and internal partners on policies and systems.

Travel Expense, Payment & Controls 

• Manage virtual travel card activity, reconciliations, and monthly reporting in partnership with the company’s Finance organization.
• Drive operational excellence in unused ticket management, UATP management, travel certificate usage management, and associated reporting.
• Partner with Finance and Accounts Payable to oversee employee expense reimbursements related to air, rail, hotel, and car rental, including review and audit of travel-related expense submissions for compliance and accuracy. 

Qualifications

•    Bachelor’s degree in Business, Tourism/Travel, Finance, or related field; equivalent experience may be considered. 
•    5+ years of progressive experience in corporate travel programs, travel operations, TMC relationships, and supplier partnerships in a corporate environment. 
•    Strong working knowledge of travel technology platforms, online booking tools, TMC systems, and expense platforms. Concur Travel and Expense experience strongly preferred.   
•    Strong analytical skills with experience interpreting travel spend, booking behavior, policy compliance, vendor performance, reimbursement trends. 
•    Experience managing TMC, airline, hotel, rental car, and travel service provider relationships, including performance reviews, issue resolution, RFP support, rate benchmarking, and supplier negotiations. 
•    Ability to work as an independent contributor and communicate effectively with cross-functional teams.   
•    Ability to support broader Corporate Services operations and provide backup coverage for department functions as business needs require. 
•    Advanced proficiency in Microsoft Office, including Outlook, Word, PowerPoint, Excel. 
•    Professional certification such as Global Travel Professional, Certified Travel Manager, or related travel/expense certification preferred. 
•    Flexibility to provide after-hours, weekend, and urgent travel support as business needs or traveler disruptions arise.