JOB DESCRIPTION
As a Vice President of Travel Quality Control and Ticketing within Chase Travel, you will be tasked with both strategic and tactical roles, utilizing your understanding of our technology and processes. You will be leading a diverse team in charge of quality control, schedule changes, exchanges/refunds, fare filing, ticketing, and more. Your leadership and communication skills will be crucial in inspiring our team to meet service levels and align with business goals. You will have the chance to spearhead improvements in our processes and capabilities, ensuring high quality and cost-effective solutions for our clients. This role provides an opportunity to significantly influence our business and to develop professionally in a dynamic environment.
Job Responsibilities:
- Manages department comprised of the following teams responsible for the following functions: quality control, schedule changes, exchanges/refunds, fare filing, ticketing, airline debit demos, commission, ARC settlement, department training, vendor management.
- Leads and motivate staff to ensure service levels are achieved and continually lead team to enhance the level of service provided.
- Ensures team strategy and goals are aligned with business objectives to support new initiatives while maintaining service levels for existing functions.
- Continually coach and provide best practices and recommendations to direct and in-direct reports within department.
- Maintain ongoing review and management of performance scorecard for departments to ensure business objectives are met.
- Drives recommendations to improve departmental processes and capabilities to promote quality and efficiency.
- Participate in implementations to ensure high quality and cost effective solutions are delivered to clients.
- Provides general business updates and project overviews to Chase Travel Group and client stakeholders as needed.
- Maintains a favorable working relationship with all company employees to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity and efficiency/effectiveness.
Required qualifications, capabilities, and skills
- Minimum of 5 years Travel mid and back office operations experience
- Minimum of 5 years of management experience. Demonstrated ability to adhere to business objectives in a fast paced environment
- Strong leadership abilities, creative, logical, independent, and analytical. Strong organizational and project management skills
- Detail oriented, ability to manage multiple complex projects and tasks simultaneously, ability to recognize and manage occurrences which could alter outcomes or deadlines.
- Excellent decision making and communication skills, ability to make independent, informed decisions. Demonstrated ability to motivate, coach, and mentor team
- Effective leadership and interpersonal skills, ability to lead across internal and external parties involving multiple geographies and departments
- Solid technical orientation including knowledge of travel booking tools, quality control/ticketing automation tools, telecommunications toolsets
- Confident communication and comfort delivering messages at all levels of Chase Travel Group organization. Ability to articulate operational capabilities in written and verbal forums.
- Ability to travel, as necessary
Preferred qualifications, capabilities, and skills
- Bachelor's degree preferred or equivalent work experience
- Preferred not required advanced GDS ticketing & exchange experience (SABRE, Worldspan, Apollo, Amadeus)
- Preferred knowledge of NDC implementation / processing.
- Preferred demonstrated knowledge of travel industry standards (ARC/BSP) as relevant for domestic operations and international operations.
- Demonstrated knowledge of ARC’s Industry Agents’ handbook, ARC Specialist certification preferred
- Demonstrated knowledge of BSP ( Billing & Settlement Plan)
- Preferred minimum 5 years airline fulfillment experience ( ticketing, schedule changes, debit memos, commissions)
ABOUT US
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
