Director of Operations, Charter Air - remote

At Short’s Travel Management, we are a dynamic organization dedicated to being a leading provider of NCAA athletic travel through private charter air services. We are committed to providing exceptional service and high standards for our travel clients, and we are seeking a skilled Director of Operations to join our Charter Air team. We have a great team culture where we genuinely enjoy who we work with. If you have experience managing charter air operations, this may be a great fit for you!   This position may work remotely.

What you can expect in this role:

This position is primarily responsible for the mentorship, support, and leadership of full-time and seasonal Charter Operations Planners and to ensure the successful operational coordination of our clients’ charter flights. Using expert knowledge of airline operations, industry regulations, and superior customer service acumen and leadership skills, the role will drive the process and accountability of our Operations Team, including development and training of staff, adoption and use of technology, and compliance with best practices, standard operating procedures, and KPIs. Additionally, the role will be responsible for maintaining operational relationships with our vendor air carriers, management of irregular operations (IRROPS) for brokered flights, and ensuring work-life balance for our staff, all while providing 24x7x365 client-facing operational oversight and promoting client satisfaction. 

Essential Functions:

In addition to serving as a Charter Operations Planner for an assigned portfolio of high-profile STM clients and maintaining an Account Executive territory, the role will:

• Lead the divisional planning, and ensure the operational integrity of, charter flights for our high-profile clients, develop and manage operational SOPs for the Charter Operations Team and ensure compliance with best practices and KPIs. Work with other stakeholders to align, adopt, and use technology consistent with standard operating procedures.
• Manage resource allocation, including use of part-time or seasonal employees to provide work-life balance “in-season.” Implement strategies to ensure 24x7x365 coverage while mitigating the risk of employee burnout.
• Provide oversight and management of irregular operations and drive consistent customer service delivery that promotes client satisfaction.
• Develop and maintain operational relationships with our third-party vendors and air carrier partners. 
• Liaise between air carriers, other service providers, customers, and our internal ACMI team on a day-of-operation basis, keeping clients apprised of charter progress and/or deviations to plan. Partner with Account Executives and other stakeholders to deliver a seamless travel experience and/or to expedite service recovery.
• Stay current on industry trends and government policies, including TSA directives, to ensure compliance with Federal, state, and local charter regulations.
• Collaborate with other Short’s Travel employees to provide 24x7x365 monitoring of our client’s charter flight needs.
• Represent Short’s Travel Management and STM Charters in a professional manner.
• Assist with NCAA Championship Travel, as required by company and division leadership.
• Demonstrate a curious mind and willingness to learn new skills, with a commitment to the continuous improvement of STM Charters’ product and operational offerings.
• We are a team at Short’s Travel Management; as such, you may be expected to assist in other departments or handle tasks outside of your typical position scope for the benefit of our clients or company. 

  Qualifications:

• Bachelor’s degree preferred, with 7-10 years’ experience managing air charter operations preferred.
• Deep knowledge and understanding of airline/aviation operations.
• Understanding of the nuance of collegiate athletics and athletic travel.
• Strong organizational skills and attention to detail.
• Customer-service orientation; a self-starter with the ability to focus on goals without constant direct leadership or oversight. 
• Some travel required.

Technical Skills:

• Proficient with Microsoft Office (Excel, Word, PowerPoint & Outlook). 
• Experience with Salesforce a plus. 
• Ability and willingness to learn new programs and processes that may be adopted moving into the future. 
• Remote work sites must have dependable high-speed internet and dedicated workspace. 

Short’s Travel Management (STM) is a family-owned, women-owned, private corporation. We are sports travel experts specializing in team travel, recruiting travel, group hotels, bus charters and air charters servicing hundreds of athletic departments each year. We move more student athletes than any other travel management company. STM’s mission is to enhance the experience of getting there, being there, and coming home. When you win, we all win!

The STM team strives to drive innovation, provide excellent service, and display teamwork, passion and dedication throughout the lifetime of our relationships. STM works with clients to customize travel programs to create efficiencies and maximize the value of our products and services.

Compensation & Available Benefits:

• Competitive salary commensurate with experience
• Medical  Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401(k) plan
• Paid Time Off

Short’s Travel Management is an EOE employer.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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