The Resource Orchestration Center (ROC) is the proactive, AI-powered "Enterprise Brain" of our 1,000-agent, 24/7 global travel operation. We rely on an advanced technology stack-including Genesys Cloud, Snowflake data lakes, ThoughtSpot, and AI-driven analytics-to automate administrative tasks and empower our human talent. We don't just report on what happened; we engineer outcomes to guarantee our elite service level agreements (SLAs) for our global travelers.
As the Senior Manager, Strategy & Innovation, you sit at the critical intersection of long-term service capacity planning, strategic project management, and internal operational excellence. Moving beyond standard workforce management, this role is designed for a visionary leader who will build and guide a global team consisting of Capacity Strategists and Process Improvement Leads.
You will partner directly with Operations and Product leaders to build precise service agent capacity models, drive large-scale travel support projects, and continuously map and optimize the internal workflows of the ROC team itself. Your goal is to ensure the ROC operates as a lean, exception-based intelligence hub that seamlessly supports our global travel enterprise.
What You'll Do:Project Management & Cross-Functional Partnering- Direct end-to-end project management for major ROC initiatives, new service offering deployments, Crisis Management, and strategic overhauls.
- Serve as the liaison to Customer Experience, Sales, and Account Management, translating complex workforce capacity data into actionable travel business intelligence.
- Drive alignment across departments during new customer launches and travel market expansions to ensure the ROC is operationally ready to support the business.
Service Capacity Strategy & Workforce Architecture- Lead a team of Capacity Strategists to build comprehensive service agent capacity plans based on seasonal travel trends.
- Master the complex mathematics of agent staffing by accurately modeling Required FTE vs. Productive FTE, factoring in detailed multi-variable shrinkage to ensure the agents are always appropriately staffed.
- Design and optimize the overarching portfolio management strategy, ensuring that agent tiers (Core, Designated, Dedicated, Specialty Travel) are dynamically planned for to meet shifting business priorities.
Internal ROC Process Optimization & Leadership- Lead and develop a team of Process Improvement Leads (USA) entirely dedicated to optimizing the internal workflows, tools, and daily operating procedures of the ROC team.
- Execute detailed journey mapping for ROC analysts to identify bottlenecks, eliminate administrative waste, and establish Lean/Six Sigma methodologies within our own department.
- Oversee root-cause analysis (RCA) initiatives for internal operational misses, ensuring that systemic fixes are implemented to improve the ROC's efficiency and accuracy in supporting the travel network.
AI Ideation & Technology Partnership- Identify internal operational friction points within the ROC and partner closely with our specialized WFM technology team to hand off requirements for new AI and automation solutions.
- Serve as a key voice in cross-functional discussions on how automation and AI integration can enhance the experience for frontline travel agents, as well as eliminate manual effort for the ROC analysts and planners.
- Champion the transition to a fully "exception-based" Command Center by ensuring ROC business needs drive the technology roadmap (e.g., Snowflake data ingestion, ThoughtSpot applications).
What We're Looking For:- Experience: 7+ years of progressive leadership experience in Operations Strategy, Project Management, and/or Advanced Workforce Management.
- Project & Process Management: Strong background in leading complex, cross-functional projects and journey-mapping internal department workflows. PMP or Agile/Scrum certification is a strong plus.
- Communication & Influence: Elite executive storytelling skills, with the ability to build consensus across VP-level stakeholders in disparate departments.
- Technology Partnership: Strong ability to bridge the gap between ROC business operations and technical engineering teams. Understanding of modern data architectures (Snowflake) and BI/AI tools (ThoughtSpot, Power BI) to effectively collaborate on tech roadmaps.
- Advanced Capacity Modeling: Deep understanding of short and long term forecasting and service agent capacity planning, multi-variable shrinkage modeling, and immediate to long term hiring plan architecture.
- Education: Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field. MBA or advanced degree is highly preferred.
