Operations and Implementation Manager
Job Type: Full Time
Location: Toronto - Hybrid
Reporting to: President – Globespan Travel Management
The Evolution of Travel Management - that's who we are.
Headquartered in Toronto, Canada, Globespan Travel Management is a privately owned and operated corporate travel management firm. Boasting more than 50 years in business, we are an integral part of the award-winning Goway Travel Group and the exclusive TMC partner for US-based Altour International (part of the Internova Travel Group)
With wholly owned offices in Vancouver, Los Angeles, Sydney, Australia, and Manila, Philippines, Globespan Travel Management operates globally but plays locally, offering the best in-country solutions for corporate travel management, fulfillment, consulting services, analytics, and meeting and event planning and management. We strive to set an industry standard by providing dedicated, personalized, and transparent account management, yielding cost savings and offering strategic consultative functions for a wide range of clients. Our dedication to adopting industry-leading technology and AI solutions is ahead of the industry pace of adoption.
We specialize in all aspects of business travel management, focused on complex corporate industries where technological capabilities and efficient customer service are key. We're committed to our vision of providing boutique levels of service and customized solutions.
The Role:
The Operations and Implementation Manager oversees client implementation, managing a North American and International team, agent onboarding, staff training, and performance while ensuring operational efficiency. This role manages GDS systems (Primarily Amadeus), online booking tools (Concur, Cytric, Deem, Atriis), and third-party platforms to optimize revenue and streamline workflows. With a focus on SLA compliance, system administration, and cross-department collaboration, the position requires strong leadership, technical expertise, proficiency on Amadeus, and the ability to thrive in a fast-paced environment.
This position is designed to support the President of Globespan in all areas of the company with the potential for advancement aligned with the imminent transformative growth going forward.
Key Responsibilities:
- Agent Management
- Manage Onboarding for new and returning agents, daily staff management
- Manage the interviewing process for prospective agents
- Train existing agents on new systems
- Manage staff KPI's and conduct one-on-one reviews
- Operations
- Onboard New Accounts, proficiency required with online booking tools, i.e.) Concur, Cytric, Deem. Amadeus back-end connectivity
- Monitor Best Practices
- Set up and implement Ticketing Department & Internal Rate Desk
- Audit of agent incentive program
- Collaborate with fellow managers on day-to-day tasks and on those tasks related to onboarding new clients.
- Revenue Generation
- Oversee Air, Hotel, and Fee Optimization
- Manage 3rd party systems – Hotelbeds, Goway DMC,s etc
- Flight pass optimization
- SLA's
- Telephony, email, chat - Reporting
- Telephony, email, chat – Agent productivity KPI measurement
- Telephony, email, chat – Client SLA measurement
- Systems
- Frontline Client Facing – Concur, Magnatech, Cornerstone, Duty of Care
- Manage back office conversion from Travcom to Midoco
- Manage relationships with Conferma and ConnexPay
- Manage administration of Air Canada Agency Website and Via Rail Agency Site
- Manage phone System - Genysis Cloud
- Client Onboarding
- Primary first contact for clients
- Co-Project Lead with Altour, Implementation managers
- Oversee testing for pre–go live, Airline, Hotel & Car snap codes, invoices, concur profiles and scripts, etc.
- Accounting
- Collaborate with the Accounting Department and Finance Team
- Manage auditing of Agent incentive program
- Manage the purchasing of Flight Passes
Required Skills and Qualifications:
- Expert use of in-house systems, including Amadeus (scripting), phone system, Concur
- Strong technical aptitude for learning new software programs
- Excellent leadership skills
- Ability to work under pressure and in a fast-paced environment
- Excellent verbal & written communication skills
- Superior customer service skills
- Team player with a ‘can do' attitude
- Understand fare construction using net, published, and private fares within GDS
- Strong customer service skills, world geography, airline routings, sales, and closing skills
- Understand all elements of Air and GTM SOPs
The Globespan Advantage:
At Globespan Travel Management, we're more than just a company—we're a close-knit family that values inclusivity, diversity, and innovation. Here, we don't just work with ordinary corporate travel, we connect and look after all our travelers and our corporate accounts' goals and objectives. We are an extension of our clients and work together to achieve their goals.
You can be a part of a team that cares, with access to global collaboration, top-tier benefits, competitive salary, and expert training. We provide desirable benefits, in-office, hybrid, and remote work opportunities, as well as rewards and travel perks. We invest in employees' professional and personal development, contributing strong mentorship programs and abundant internal growth opportunities, supporting mental health initiatives and prioritizing work/life balance.
How to Apply:
If you want to be part of an innovative team and work alongside supportive and knowledgeable staff, we encourage you to apply to Globespan today and help us deliver the world to our clients and travelers. Let's grow together. Click Apply Now today!
*All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.*
Please note: Globespan Travel Management will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Globespan.
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