[Hiring] Director, Automation Development & Strategy @Internova Travel Group

Role Description

The Director, Automation Development & Strategy, is responsible for defining, leading, and optimizing the technology strategy supporting automated travel fulfillment operations across the organization. This role serves as the business owner and subject matter expert for the company's mid-office quality control, auto-ticketing, itinerary delivery, and fulfillment automation ecosystem.

• Drive automation initiatives that improve operational efficiency, increase touchless processing rates, enhance quality control, and deliver exceptional traveler experiences.
• Requires strong knowledge of corporate travel fulfillment workflows, GDS technology, online booking tools, and mid-office automation platforms utilized within the Travel Management Company (TMC) environment.

Responsibilities

• Automation Strategy & Product Ownership
  • Develop and execute the strategic roadmap for travel fulfillment of automation technologies.
  • Lead planning, estimation, prioritization, and delivery of automation initiatives that support business growth and operational excellence.
  • Partner with business stakeholders to identify opportunities to increase automation rates, reduce manual intervention, and improve service quality.
  • Evaluate emerging technologies and industry trends to recommend solutions that enhance efficiency, scalability, and traveler experience.
  • Act as product owner and business lead for critical automation and fulfillment platforms.
• Mid-Office Quality Control Management
  • Oversee the design, configuration, and optimization of automated quality control processes.
  • Manage quality control rules and workflows within platforms such as iQCX, Compleat, and other mid-office systems.
  • Ensure reservations comply with client travel policies, supplier requirements, traveler profile standards, accounting requirements, and regulatory controls before ticketing.
  • Monitor quality control exceptions and develop strategies to continuously improve automation success rates.
  • Collaborate with operations teams to minimize manual quality review and increase straight-through processing.
• Auto-Ticketing & Fulfillment Automation
  • Manage and optimize auto-ticketing technologies supporting airline, hotel, rail, and ancillary travel fulfillment.
  • Oversee automation integration between booking systems, GDS platforms, and fulfillment applications.
  • Monitor system performance, ticketing success rates, exception queues, and fulfillment of KPIs.
  • Identify root causes of automation failures and implement corrective actions to improve ticketing accuracy and efficiency.
  • Partner with suppliers and technology vendors to enhance fulfillment capabilities.
• Itinerary Delivery & Traveler Communications
  • Own the strategy and performance of itinerary delivery systems and traveler communication workflows.
  • Ensure accurate, timely, and branded itinerary delivery across all supported channels.
  • Drive enhancements to traveler-facing communications, trip documentation, and service notifications.
  • Improve automation surrounding booking confirmations, schedule changes, ticket issuance, and traveler notifications.
• Technology Ecosystem Management
  • Partner with internal and external stakeholders to support integrations and workflow optimization across key travel technologies, including, but not limited to: Concur Travel, Atriis, Deem, Kayak for Business, Sabre, Amadeus, Compleat, iQCX.
  • Support implementation, configuration, testing, and release management activities for technology enhancements.
  • Promote best practices in systems integration, testing, quality assurance, and change management.
• Operational Excellence
  • Monitor production of health and platform performance metrics.
  • Support incident management, issue resolution, root cause analysis, and continuous improvement efforts.
  • Develop dashboards and reporting to monitor automation adoption, ticketing performance, quality control accuracy, fulfillment speed, and customer experience metrics.
  • Establish governance frameworks and quality standards to ensure consistent service delivery and operational reliability.
• Leadership & Stakeholder Management
  • Collaborate closely with Operations Leadership, Technology Teams, Client Services, and Account Management to align automation initiatives with business priorities.
  • Serve as a trusted advisor to senior leadership on travel technology strategy and automation opportunities.
  • Present recommendations, project updates, and performance metrics to executive stakeholders.
  • Lead cross-functional initiatives that improve traveler experience, operational efficiency, and service quality.

Qualifications

• 10+ years of experience in travel technology, travel operations automation, fulfillment technologies, or mid-office systems.
• Strong understanding of corporate travel fulfillment workflows, including reservations, quality control, ticketing, exchanges, and itinerary delivery.
• Experience working with travel management company (TMC) technology ecosystems.
• Demonstrated experience leading technology projects and process improvement initiatives.
• Strong analytical, organizational, communication, and stakeholder management skills.
• Ability to work independently in a remote environment while effectively collaborating across distributed teams.

Preferred Qualifications

• Experience administering or supporting Compleat, iQCX, or similar mid-office quality control platforms.
• Experience with Concur Travel, Atriis, Deem, Kayak for Business, Sabre, Travelport, and Amadeus.
• Knowledge of automation technologies, workflows, API integrations, and reporting tools.
• Familiarity with traveler communications, fulfillment automation, and touchless servicing strategies.

Success Measures

• Increased auto-ticketing and touchless fulfillment rates.
• Improved quality control automation and reduction in manual interventions.
• Increased itinerary delivery accuracy and timeliness.
• Reduced fulfillment of exceptions and operational defects.
• Improved traveler experience and client satisfaction metrics.
• Successful implementation of automation enhancements and technology integrations.
• Delivery of strategic initiatives aligned with Travel Technology and organizational objectives.

Benefits

• 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.