Global Director Agent Optimization & Training

Travelport is a place of opportunity. It’s our incredible team that makes our company great – our people drive our winning culture.

What’s Travelport?

Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We’re leading the change; we are the change.

We are on a mission to power the future of travel.

Come and be part of an organization that is committed to building a culture of inclusivity built upon a diverse workforce that is reflective of the communities in which we operate.

What does a great Global Director Agent Optimization & Training do?

The mission for GCE as a whole is to Grow and enhance our customers by providing world-class onboarding, optimization, consulting, and support by relentlessly pursuing improvement and driving consistency of experience. The Attainment and Implementation function has a critical function in GCE to actually deliver on this mission by:

• working with Pre-Sales and our customers to define our offering to ensure our customers get the best possible value from Travelport
• working with the entire GCE team as well as multiple functions across Travelport, to deliver the solution to the customer – quickly and effectively whilst ensuring a world class customer experience.
• working with our agency colleagues to ensure the customer is ready and able to use the solution and grow and drive their business using their new or enhanced platform

Underpinning this mission is world class customer training and a laser focus on delivering strategies to optimize our customer agents to use our system.

As the Global Director Agent Optimization & Training you will lead your team to ensure that our training delivery meets the changing needs of our customers to ensure they are ready, willing, able (and excited) to use our system from day one. You will work with your team, Project Mangers, Implementation Consultants and our customers to derive the right level of training required by customers and then your team will deliver this in the right way e.g. face to face, virtual, via training videos. You will also work with the delivery teams and our agency colleagues to derive and delivery tactics that will wins the hearts and minds of our customer agents so that they get the very best value from our system as soon as possible and grow our share of wallet relentlessly.

You will work with the Pre-sales and Consulting team to prioritize the demand, allocate appropriate team members and then assure quality and cost effective delivery of these assignments. You will need to ensure you use all the tools that you can (reporting, metrics, assessments etc) to be innovative, and proactive in the way you do business. You will also work with the training content providers to ensure our training is up to date, engaging, relevant and exciting for our customers.

Our team is global and your role with be to foster a community that strives for excellence, always challenging ways of working, learning from every assignment and sharing knowledge. Attainment will be the ultimate measure of your success and so constant challenge, continuous improvement and learning excellence should be in your DNA

Responsibilities include:

The Global Director Agent Optimization & Training will be expected to:

• Work as part of the work management approach for GCE to evaluate the demand and ensure all assignments meet the requirements that will enable effective delivery.
• Work with your team to allocate the correct resources to projects and assignments whilst developing and driving skill improvements across the team
• Set standards and processes to drive world class practices in all delivery assignments; e.g. ways of working, reporting, communication, playbook compliance, content development,
• Set metrics and targets that drive quality, efficiency as well as delivery focus.
• Set up a more standard approach to training choice – enabling pre-sales and agency to fold in training from the earliest possible moment
• Ensure appropriate utilization of staff and continuous upskilling to enable flexibility of capability

Who we are looking for in this role:

We are looking for someone who understands that the successful engagement of agents with our platform is the key to our ongoing success with a customer and ultimately their growth and our attainment sucess. This person would

• Demonstrate a deep understanding of delivery and training practices and be able to bring practical and inventive solutions to our environment
• Understand the strategic environment and how we need to continuous change and improve our ways of working to drive value for our customers – operationalizing the strategy
• Able to work collaboratively across the entire hierarchy to affect change and solve for issues and risks
• Able to assess what will work for different customer sets and how we can standardization to drive efficiency to enable agency and Projects to fold in training and adoption to their overall customer strategy
• Able to elevate the adoption mindset in all our delivery partners so that everyone is thinking about attainment all of the time throughout a delivery
• Able to lead a team of leaders – provide direction and support, coaching and mentoring to enable them to shape their teams to be better every day
• At least 10 years delivery experience – lived experience will be important to understand the challenges and to be able to role model for your team.

Our ambition is to hire for potential not just experience, and you’re likely to succeed if you:

• Are always ready to give it your all and deliver high quality work
• Are excited to use your creativity and innovative thinking to try new things
• Take responsibility and own your work
• Are courageous and ambitious to challenge what’s been done before

Benefits of working at Travelport

We believe all employees contribute to the success of the company and should be able to share in that success, which is why all jobs are eligible to participate in our bonus program with any payouts being subject to individual and company performance. We offer a comprehensive benefit program that includes medical, dental, vision, disability, life, a competitive 401(k) match.

We make health and wellness a priority and offer a generous paid time off policy as well as contributing to our communities with an annual volunteer day off.

Salary Target: $130,000- $170,000

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, and training.

Interested? We’d love for you to get in touch!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.