VP of Operations & Account Management

Location: Calgary, AB, Canada

Date Posted:
August 9, 2022

Company

Our company is taking the travel world by storm! Starting in one of our Founders’ basement’s in 2016, Elite Travel Management not only survived the travel pandemic but thrived. We are a company that specializes in business travel and have a team of passionate professionals who want to challenge the status quo of the travel experience. As we continue to scale our business, we will be opening new brands and expanding to new markets.

Elite Travel believes in a business with integrity approach. We look after our people and in return, they look after our clients. Each team member has been carefully selected to join Elite following a comprehensive five step hiring process. They would give you the shirt off their back and believe in collaboration. At Elite Travel, all positions play a critical role in the client service experience.

Like what you’ve read so far? It gets better. A culture that has inspiration from the infamous, “Delivering Happiness” book from the creators of Zappos, we are a business who finds creative solutions to lingering travel industry legacy ways. Yes, we still work in an office, and we invest in that too. Our office consists of a basketball court, food trucks, and a commercial grade gym with TOWEL service (yes, we said it!). Don’t forget about the golf simulator.

This company is going places and the right person is keen to take this business to the next level.

Perks

If we didn’t pique your interest when we said the travel industry, then no need to read further. From conferences in the likes of Mexico, Palm Springs, and Banff to your own travel perks on leisure trips, the incentives are there. A company cell phone, laptop, are of course a given, but don’t forget we provide three weeks of holidays to start with a rapid jump to five weeks. From volunteer days, health spending accounts, and even employee shares at the completion of year two.  

The Right Person

You have a fresh perspective on what it means to be a leader. Yes, your previous experience ensures that you have the right skills to apply to this position, but you also look at the way Elite and the industry currently operates, while finding ways to do it better. You are flexible with change and are okay with rapid growth. Over your five – ten years+ of experience with your previous role in leadership and account management, you can bring transferrable skills and elevate our team. The right person should live and breathe leadership and be passionate about what they do.

You’re not about clocking in and out, you are ready to roll up your sleeves and love what you do. You bring new business ideas monthly on what we can tackle next. Work hard and play hard with this fresh approach organization!

The Role

As the VP of Operations & Account Management, you dabble in several areas of our business. First and foremost, looking after our people and our key clients are your top priority all while delivering on budget. Reporting directly to the CEO, you are in one of the top three leadership roles that will take Elite to the next level. This means creating an operations budget with key deliverables to scale this business. You will be responsible to hire entry level and middle management roles within this department as our growth continues. How is your team holding up? How can we support staff better? What training can we improve on where there are current gaps? Just some of the questions we will look to you for answers on.

From golf days, lunches, to formal reviews with proven hard and soft dollar savings – the Account Management piece will be direct feedback as to how our clients feel their experience with Elite has been. Yes, we truly do create friendships with many of our clients. But when rubber meets the road, you need to bring a business acumen that can talk the talk to all C suites, along with administrative roles and end users.

Resolving client complaints with urgency and ensuring a consistent follow through / experience is provided to each client is paramount. At Elite Travel the expectation is how do we do things even better tomorrow! Status quo need not apply.

From NHL hockey clubs to some of the most recognized energy, law, mining, and biotech companies in North America, you will play a critical role in the retention of their business here at Elite Travel. At Elite, we put our existing clients first. The addition of this role is a further exclamation to that!

Reporting directly to the CEO, you are part of the leadership team here at Elite. You will be entrusted to develop new business initiatives, prepare budgets for the operations team, and be accountable to the most critical areal of our business – operations and retention.

Sound like the right fit for you? Keep in mind, we run like a start-up, and we are proud of our humble upbringing. If there’s a service experience in our sector that needs to be challenged, we want to be the disruptors. As a growing company you have to be ready to pivot (and quickly). We can tell you with certainty this is a growth position in itself. Are you our future COO? The right candidate will want to grow into a C level position.

Responsibilities of this Role

  • Oversee all areas of the Operations team, which includes assisting with any service related issues, leading the team, and conducting performance management as needed.
  • Coach team members and explore all avenues to enhance the service experience in business travel
  • Maintain client relationships with all key accounts, this includes but is not limited to conducting annual review meetings, client lunches and keep in touch strategies
  • Oversee the creation and application of operational budgets as they relate to each Senior Travel Associate’s client portfolio in order to reach the overall goals of Elite Travel
  • Ensure effective communication between departments as it relates to the needs of your Operations team
  • Implement and maintain new processes to ensure the highest level of client experience is achieved in every interaction
  • Working alongside the Sales & Finance teams to forecast the need for new hires in the Operations department to ensure an accurate roster for new clients.
  • Assist the CEO with initiatives as necessary
  • Be an active contributing team member. At Elite, our culture is a big deal!

Required Skills for this Role

  • Exceptional leadership abilities
  • Strong budgeting skills
  • Proven ability to build and maintain C-suite relationships
  • Some travel industry experience preferred
  • Excellent verbal and written communication abilities
  • Proven experience with the Microsoft 365 product suite
  • 5+ Years of experience in a similar role
  • Calgary-based

If you’re an impassioned individual who is seeking to join a movement that is bigger than yourself, submit your resume today to join us on our journey.

If the above sounds like you, please apply for the role here.

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