Senior Director, Travel Services

Road Scholar

. Define and drive the vision and long-term direction for Travel Services .

Posted 10/13/2026full-timeRemote • Massachusetts • United StatesSenior💰 $119,500 - $144,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading complex service and operations functions, with a focus on strategic planning, organizational change, and performance management. Proven ability to enhance service quality and efficiency while aligning operational goals with broader organizational objectives.

Highest-signal resume keywords

Operational TransformationChange LeadershipStrategic PlanningPerformance ManagementTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementKPI EstablishmentOperational EfficiencyService Quality StandardsData-Driven Execution

Soft Skills

Excellent CommunicationRelationship BuildingAnalytical Problem-SolvingStrategic ThinkingCuriosity and Learning Agility

Industry Keywords

Service-Oriented OrganizationsCustomer ExperienceHospitalityTravel ServicesContact Center Management

About the role

Key responsibilities & impact

Define and drive the vision and long-term direction for Travel Services
Establish and communicate a clear service and operating model across inbound, outbound, and support teams
Ensure the function evolves to meet changing participant and organizational needs
Lead strategic and systemic improvement efforts across the function
Champion changes that enhance service quality and efficiency for employees and participants
Deliver measurable operational and experience improvements
Serve as the primary cross-department leader for Travel Services
Partner across teams to influence outcomes and drive alignment
Ensure clarity in roles, responsibilities, and handoffs across functions including Air Operations, Program teams, PX, and PS
Connect Travel Services work to broader organizational goals and initiatives
Establish operational goals, KPIs, and best practices
Define performance standards across service, quality, and efficiency
Ensure a performance management framework enables leaders to monitor results and adjust operations in real time
Lead and develop senior leaders, including the Senior Operations Manager, Senior Training Manager, and Director, Travel Services
Design an organizational structure supporting clarity, scalability, and effective spans of control
Coach leaders to balance strategic thinking with execution
Set direction for Training to build capability and reinforce service, quality, and efficiency standards
Set direction for Operations to ensure workforce planning, performance monitoring, and actionable insight
Align Training and Operations for consistent, data-driven execution
Deliver measurable improvements in participant experience, operational efficiency, and team effectiveness
Position Travel Services as a strategic contributor to Road Scholar’s broader success

Requirements

What you’ll need

8+ years of leading complex service, operations, customer experience, contact center, hospitality, travel, healthcare, or other service-oriented organizations
5+ years of experience leading organizational change, process improvement, and operational transformation initiatives
5+ years of experience leading leaders, developing emerging leaders, and building high-performing teams
Experience balancing strategic planning with operational execution in a complex, service-oriented environment
Proven ability to quickly learn complex business functions and lead teams comprised of subject matter experts
Demonstrated ability to make sound decisions in areas where others possess deeper technical expertise
Experience building strong partnerships with operational subject matter experts to drive business outcomes
Strong service orientation and commitment to delivering high-quality customer experiences
Strategic thinking and ability to translate vision into action
Strong change leadership and organizational development skills
Excellent communication and relationship-building abilities
Ability to lead through ambiguity and complexity
Ability to balance participant needs, employee experience, and business objectives
Strong analytical and problem-solving skills
Ability to lead effectively without being the technical expert in every area of responsibility
Curiosity and learning agility; ability to quickly develop understanding of complex business processes and operating environments

Benefits

Comp & perks

Medical, Dental and Vision Insurance (with a substantial employee subsidy)
403(b) Retirement Plan with a company match of 5% after 1 year of employment
Up to 20 days of PTO annually
Paid week off at the end of December, in addition to PTO
Employee discounts on Road Scholar programs
Optional IATA membership
LinkedIn Learning access
Other professional development opportunities
Fully remote work environment