GENERAL PURPOSE:
The Travel Operations, Lead will manage the operational logistics of Ross' Travel, and Corporate Card Programs by providing support, issue resolutions, policy guidance and recommendations to Ross' executives, administrative assistants and associates across the organization. This role will focus on the operational and administrative components of Ross' travel and card programs, including but not limited to airline, car rental, lodging, chauffeured transportation, rail, corporate card, online booking tool, and all aspects of the corporate credit card program.
Additional responsibilities include partnering with the Sr. Manager, Travel, to explore and assess opportunities with all suppliers, managing, editing, and distributing reports across multiple systems and travel categories, while supporting associates with travel-related issues and providing high-touch support to executives and EA's. In addition, they will provide support in sourcing and contracting Meetings & Events and also lead regular touchpoint meetings with EAs/AAs and Zone Admins to drive compliance with Ross policies and initiatives.
A key component of this role is data analytics, including reviewing travel and credit card data to support departmental spend reporting, identify non-compliant spend, and provide insights to support leadership decision-making.
The base salary range for this role is $70,310- $101,400. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.
ESSENTIAL FUNCTIONS:
Customer Service and Customer Engagement
o Maintains a strong customer service orientation. Troubleshoots traveler issues and provides prompt resolution to questions and requests.
o Executives and EA's - Provide high-touch assistance and recommendations in support of executive travel.
o General Travelers - Provide resolution and customer support to include filtering questions from internal associates and assisting with travel-related inquires.
Partner with Sr. Travel Manager in holding regular touchpoint meetings with the company's administrative teams.
Share updates on travel programs, preferred suppliers, tools, and process changes to ensure alignment and awareness.
Gather feedback on traveler experience, operational challenges, and opportunities for process improvement.
Travel Policy and Compliance
o Responsible for Ross associate questions concerning Ross' Corporate Travel Policy and expense reimbursement. Conduct research necessary to understand and document matters that need further resolution.
Ensure Travel Policy and other Ross travel documents are kept up to date and posted on Ross internal sites, i.e. Rosslink.
o Responsible for compliance functions of the online booking tool.
Research all travel violations and provide guidance to admins and/or travelers to correct any applicable violations.
Communicate policy exception requests, provide recommendations, and collaborate with Sr. Travel Manager to resolve.
Ensure maintenance of associate hierarchy files for booking tool and reporting.
Reporting
o Prepare and analyze reports across multiple systems and categories, including but not limited to:
Travel Policy exception reports.
Corporate credit card delinquencies and audits.
o Prepare ad-hoc reports as needed/requested.
Analyze basic travel patterns/bookings and recommend appropriate actions to drive/change traveler/arranger behavior.
Corporate Credit Card and Booking Tool Administration
o Ross Corporate Card Program management
Responsible for the Corporate Card application process.
Analyze monthly delinquency reports and make recommendations to department heads.
Review travel and corporate card activity with EAs/AAs to reinforce policy expectations and address any questions or edge cases.
o Direct Bill travel accounts and Central Travel Card administration
Managing the monthly reconciliation process for all travel related accounts.
o Online Booking Tool administration
Responsible for the management of Company's online booking tool (currently Concur).
Assist with travel reservations or special requests.
Highlight non-compliant bookings or spend, including recommended corrective actions and best practices going forward.
Meeting Management
o Meeting Planning - Liaison between Ross and Ross' designated travel agency for large corporate-sponsored events (e.g., Magic, Off-Price, LEAD Meetings, Annual HR Meeting, etc.).
Review and analyze past bookings to build the applicable room inventory for various events.
Coordinate and communicate booking instructions, as well as cancellation restrictions with arrangers and travelers.
Manage room inventory and cancellation deadlines.
Create and distribute communications and updates as requested.
Partner with internal owner (point of contact) to manage and monitor booking process from the beginning through the completion of the event.
Facilitate the sourcing of hotels and ground transportation.
COMPETENCIES:
People
Building Effective Teams (for managers of People and Projects)
Developing Talent (for managers of people only, N/A for this role/level)
Collaboration Self
Leading by Example
Communicates Effectively
Ensures Accountability and Execution
Manages Conflict Business
Business Acumen
Plans, Aligns and Prioritizes
Organizational Agility
Adaptability
Technical Competence
Customer Service
Results-Oriented
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
Bachelor's degree, or equivalent work experience
5 years of experience in the Travel industry (Corporate Buyer, Travel Management Companies or Air, Car and Hotel Suppliers, etc.) with experience in:
o Working with travel suppliers in categories including, but not limited to, air, hotel, ground, and ancillary services.
o On-line booking tools (Concur, Deem, Navan, etc.) and data reporting systems.
Excellent written and verbal communication skills, as well as interpersonal skills with the ability to communicate clearly and effectively with organizational awareness and sensitivity.
Strong organizational skills, project management skills, and attention to detail.
Outstanding work ethic; displays a high sense of urgency to resolve issues quickly and efficiently.
Ability to analyze and synthesize large amounts of data and identify key trends and variances.
Technical savviness and demonstrated proficiency in Microsoft Office (Excel, PowerPoint and Visio) with intermediate Excel experience (power query, V-lookups, pivot tables, and other intermediate functions).
PHYSICAL REQUIREMENTS/ADA:
Job requires ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.
This role requires regular in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.
#LI-Hybrid
SUPERVISORY RESPONSIBILITIES:
None
DISCLAIMER
This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.
