Overview

 

 

 

 

 

 

Responsibilities

The Director, Operations - Partner Programs is responsible for the strategic leadership, operational execution, and performance management of the organization's global proprietary programs. This role oversees all aspects of the Internova program suite administration (including, but not limited to Hotels & Resorts, In-Country Partners, Cruise), as well as supplier partnerships, annual RFP processes, contract management, rate auditing, operational support, data integrity, program distribution, ensuring program compliance, and delivering exceptional value to partners and internal stakeholders. The position works closely with Partner Relations, Marketing, Technology, Distribution, and Operations teams while overseeing a high-performing operations organization.

 

Strategic Program Leadership

• Develop and implement operational strategies that improve efficiency, scalability, supplier engagement, and program performance.
• Analyze advisor, traveler, and business unit needs to optimize hotel participation, supplier selection, and market coverage.
• Support premium revenue growth through strategic partner engagement and program innovation.

Hotel Program Operations & RFP Management

• Direct and oversee all operational aspects of annual hotel program logistics and partner participation.
• Lead the annual hotel Request for Proposal (RFP) process, including:
  • Platform administration (CVENT/ Lanyon and proprietary systems)
  • Supplier communications
  • Participation strategy
  • Timelines and project management
  • Contract execution
  • Rate loading and auditing
  • Quality assurance
  • Reporting and analytics
• Ensure operational excellence across sourcing, contracting, onboarding, pricing, distribution, and compliance activities.
• Oversee account aging reports, supplier participation reviews, promotional opportunities, and performance monitoring.
• Manage hotel data administration and program accuracy beyond annual RFP requirements.

Rate Audit, Compliance & Quality Assurance

• Ongoing auditing and quality assurance of Internova Programs.
• Oversee verification of negotiated rates, amenities, and contracted program requirements across distribution channels and GDS platforms.
• Manage corrective action plans when discrepancies or compliance issues are identified.
• Leverage AI-powered auditing tools and emerging technologies to improve audit efficiency and program integrity.
• Ensure accuracy, consistency, and integrity of program data and content.

Product Support & Technology Collaboration

• Serve as the primary liaison between the Partner Relations team and Technology teams for annual program launches, platform enhancements, system updates, and ongoing maintenance.
• Support management of hotel distribution technologies, GDS platforms, CRS systems, booking tools, and RFP platforms.
• Collaborate on technology-driven solutions that improve operational efficiency, supplier engagement, and advisor experience.

Analytics, Reporting & Business Performance

• Data management for Internova programs (partner, program, operational, and market data) to support strategic decision-making.
• Manage dashboards, reports, and performance metrics to measure program effectiveness and identify improvement opportunities.
• Monitor supplier production, participation trends, market demand, traveler preferences, and overall program performance.

Leadership & Team Development

• Lead, mentor, and develop the Program Operations team, including Support Desk, RFP Administration, Rate Audit, Promotions, and related operational functions.
• Foster a culture of accountability, collaboration, innovation, customer service, and continuous improvement.
• Establish performance expectations, conduct evaluations, and support employee development and succession planning.
• Serve as the escalation point for complex supplier, advisor, agency, and operational issues.
• Ensure team alignment with organizational goals, service standards, and business objectives.

Industry Representation & Special Projects

• Serve as a subject matter expert on hotel programs, partner relations, rate auditing, hotel content, and hospitality distribution to internal stakeholders.
• Lead or participate in strategic initiatives and cross-functional projects as assigned.
• Support Internova program initiatives and operational requirements.

 

Qualifications

 

• Bachelor's degree in Hospitality Management, Business Administration, Travel Management, or a related field. Equivalent experience may be considered.
• 10+ years of progressive leadership experience within the travel, hospitality, or hotel industry.
• Significant experience in hotel program management/ supplier relations/ hotel sourcing/ and contract negotiations.
• Advanced knowledge of Hotel RFP processes, CVENT/Lanyon platforms, hotel distribution systems, CRS technologies, booking tools, and GDS environments.
• Strong understanding of the luxury hospitality industry.
• Strong understanding of hotel pricing, commission structures, rate auditing, supplier performance management, and distribution strategies.
• Proven experience leading high-performing teams, including remote and cross-functional teams.
• Exceptional relationship management, negotiation, communication, and stakeholder engagement skills.
• Strong analytical and financial understanding, operational planning, and project management capabilities.
• Advanced proficiency with Microsoft Office Suite, Salesforce, reporting tools, and hospitality technology platforms.

 

PAY AND BENEFITS

 

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

 

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

                           

 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

 

 

 

 

 

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