Internova Travel Group

Manager

• Provide direct leadership to a travel agent team
• Coach and develop agents to achieve optimum performance
• Support development and implementation of strategic plans to drive customer service, operational consistency, and efficiency
• Support client satisfaction, retention, and business profitability objectives using KPIs and department goals
• Provide day-to-day guidance to agents within the span of control
• Identify team strengths, development opportunities, and top talent
• Develop plans to drive results and monitor success measurements
• Provide timely positive and constructive feedback through one-on-ones, team meetings, and other communications
• Complete HR interactions and payroll functions as needed
• Communicate departmental vision and mission to team members
• Work with the Workforce Analyst to develop schedules, monitor attendance, and align time for non-phone work and coaching
• Mitigate expenses caused by quality errors
• Review customer service reports, analyze issues, and identify trends
• Support service-level management through daily huddles and planning sessions
• Review exception time-off requests with the Workforce Manager
• Monitor overtime and coordinate schedules and staffing to reduce overtime expense
• Monitor write-offs and payouts and create strategies to mitigate payout risks
• Review agent productivity measures and develop process-improvement plans
• Work with the Director of Service Delivery and Account Management on client programs
• Serve as primary contact for day-to-day operational questions from internal and external clients
• Collaborate with ALTOUR departments to ensure client-program success

Manager, Corporate Travel

• Coordinate project activities, timelines, milestones, and deliverables across multiple concurrent initiatives.
• Maintain project schedules and communicate key dates and commitments to stakeholders.
• Track action items, decisions, open issues, and project dependencies.
• Ensure project priorities remain aligned with business objectives.
• Provide visibility into project progress and upcoming activities.
• Coordinate between business teams, Travel Technology, Operations, vendors, and other stakeholders.
• Schedule and facilitate project meetings, status reviews, and working sessions.
• Prepare and distribute meeting notes, action items, and project updates.
• Manage expectations and maintain alignment among project participants.
• Monitor project tasks and follow up with owners to ensure commitments are completed.
• Identify potential delays, conflicts, or roadblocks and escalate as needed.
• Maintain project documentation and organizational records.
• Support leadership with project reporting and status updates.
• Coordinate readiness activities for new processes, tools, and business initiatives.
• Ensure documentation, training materials, communications, and support resources are completed before implementation.
• Assist with user training and knowledge transfer activities.
• Support rollout planning and readiness activities across impacted teams.
• Monitor implementation progress following launch activities.
• Track post-launch issues and coordinate follow-up activities.
• Support stabilization efforts and communication during transition periods.
• Document lessons learned and improvement opportunities.
• Support initiatives involving Concur Travel, Atriis, Deem, Kayak for Business, Sabre, Amadeus, Compleat, iQCX, mid-office systems, automation platforms, traveler servicing tools, and operational workflows/business process improvements.

Project Delivery Manager

• Lead, coach, and develop a team responsible for GDS administration, automation support, agent configuration, and operational technology services
• Manage and maintain PCCs, OIDs, branch structures, office profiles, and point-of-sale configurations
• Configure and support agent work environments, sign-in credentials, user profiles, access permissions, and security controls
• Maintain GDS settings and operational configurations supporting reservation processing, ticketing, quality control, and traveler servicing
• Support onboarding, setup, and maintenance of agent profiles and operational workstations
• Establish team priorities, workload management, and service level expectations
• Develop, maintain, and optimize GDS scripts, macros, and automation tools
• Support automation initiatives for booking, ticketing, servicing, and fulfillment workflows
• Create and manage point-of-sale automation configurations
• Analyze workflows and identify opportunities to increase automation and operational efficiency
• Test and deploy scripts, automation enhancements, and configuration updates
• Administer GDS queues and workflows for reservations, ticketing, schedule changes, exchanges, and servicing
• Monitor queue performance and routing
• Troubleshoot GDS errors, automation failures, profile issues, queue exceptions, and access concerns
• Serve as the escalation point for GDS configuration, scripting, and operational support issues
• Work with GDS support teams on vendor-level issues
• Manage web-service connections and integrations between the GDS and related travel technology platforms
• Support connectivity with Sabre, Amadeus, Concur Travel, Atriis, Deem, Kayak for Business, Compleat, iQCX, and Umbrella Faces
• Participate in system testing and user acceptance validation
• Review GDS releases and enhancements for operational impact
• Document configuration standards, scripts, troubleshooting procedures, and support processes
• Recommend enhancements improving agent productivity, operational efficiency, and automation rates
• Partner with Operations, Agent Services, Online Booking, Mid-Office, and Travel Technology teams

Manager, GDS Automation, Support

Account Manager

• Lead, coach, and mentor the Global Account Management team
• Drive performance, capability-building, and career progression pathways
• Partner with the VP, Enterprise & Key Accounts to design and execute revenue-growth, program-optimization, and client-satisfaction strategies
• Develop and maintain strategic client relationships
• Serve as escalation point for senior stakeholders
• Ensure structured client engagement through reviews, check-ins, and growth planning
• Ensure KAMs/EADs execute structured account plans focused on revenue growth, retention, and program optimization
• Embed consistent use of account management frameworks, tools, and performance metrics
• Collaborate with Operations, Finance, Sourcing, Marketing, and Commercial Operations
• Identify account growth opportunities and support proposals, cross-selling, and client-agreement negotiations
• Track and report team and client performance through scorecards, SLAs, and business reviews
• Escalate risks and drive improvement plans
• Leverage technology, data, and new solutions to improve efficiency and client outcomes

Director, Global Account Management

Procurement

• Lead venue sourcing efforts for low to medium complexity client meetings and events
• Serve as a strategic business ally for clients by defining meeting objectives and understanding strategic business goals
• Incorporate client strategic business goals into sourcing processes
• Use Cvent and other venue sourcing tools to source proposals through RFP processes
• Conduct site inspections upon client request and required approvals
• Negotiate with venues to drive value and meet client strategic business objectives
• Facilitate venue contracting in accordance with standards and client interests
• Hand off sourced venues to the designated Meeting Planner with client objectives and venue considerations
• Maintain accurate project records and Cvent/internal system data
• Manage day-to-day client venue budgets and track venue expenses
• Provide inputs to facilitate financial close of projects
• Educate self and teammates on venue trends, sourcing practices, and client service
• Participate in approved vendor-supported education opportunities, including familiarization trips, educational seminars, and receptions
• Stay current on supplier relations contracts
• Serve as a subject-matter resource for venue identification and contract negotiation
• Support positive team culture and motivate teammates to achieve business goals

Sourcing Manager

• Serve as a key liaison between Internova and preferred Destination and Global Tourism Board Partners
• Manage a diverse portfolio of mid-tier through top-tier, complex accounts
• Manage end-to-end partner management, campaign execution, relationship development, and coordination across Internova business units
• Support designated team-wide functions and cross-functional areas across the Destinations team and Internova business units
• Serve as the primary day-to-day partner contact
• Manage the full lifecycle of assigned partner agreements from annual planning and activation through execution, reporting, renewal, and ongoing account development
• Translate contracted partner plans into actionable campaign timelines across B2B, B2C, events, publications, education, and other channels
• Coordinate multiple partner campaigns and deliverables simultaneously
• Partner with Creative, Marketing, Events, Analytics, and other internal teams
• Review campaign assets and deliverables for accuracy, partner alignment, brand standards, and contractual requirements
• Collaborate across Internova business units and functional teams
• Maintain and share updates, resources, tools, and process information
• Contribute to team-wide initiatives, events, process improvements, and special projects
• Manage assigned partner budgets within contracted revenue and expense parameters
• Maintain accurate account records, campaign documentation, timelines, and partner activity
• Coordinate collection and analysis of campaign performance data, KPIs, and proof of performance
• Develop comprehensive partner recaps demonstrating campaign delivery, results, and partnership value
• Use performance insights to inform partner conversations, renewals, and future account recommendations
• Identify execution risks, resolve issues, and communicate changes or recommendations to partners and internal stakeholders

Manager, Corporate Travel

Project Delivery Manager

Manager, GDS Automation, Support

Director, Global Account Management

Sourcing Manager

Account Manager, Destinations