[Hiring] Program Specialist - Global Corporate Travel @Direct Travel

Role Description

The Program Specialist delivers high-quality, responsive candidate support while monitoring workflows and serving as the first line of program-level issue identification. This front-line role is essential to maintaining a positive candidate experience and ensuring issues are surfaced early for resolution.

Core Responsibilities

• Candidate Support: Provide day-to-day candidate support via approved channels (email, platform messaging, phone); respond to routine inquiries, questions, and requests within defined SLAs.
• Workflow Monitoring: Monitor Juno workflows for exceptions, missing data, delays, or candidate-initiated questions; flag issues for escalation to Program Managers.
• Issue Identification & Escalation: Serve as the first line of program-level issue identification; escalate non-standard, high-risk, or complex issues to Program Managers or Senior Program Managers with clear documentation.
• Candidate Readiness: Confirm candidate information (travel dates, interview details, policy eligibility) and ensure readiness for upcoming travel; proactively reach out to candidates with missing information or concerns.
• Post-Trip Follow-Up: Support post-trip follow-up activities including feedback capture, expense reconciliation, and issue closure; ensure positive candidate experience through the entire journey.
• Service Quality: Maintain a service-oriented, brand-aligned candidate experience; represent Direct Travel and Customer positively in all interactions.
• Data Accuracy: Maintain accurate candidate records and ensure data integrity in systems; update candidate information as needed.
• Communication: Provide clear, timely, and professional communication to candidates; manage expectations and keep candidates informed of travel arrangements and any changes.
• Continuous Improvement: Identify opportunities for process improvements and contribute feedback to Program Managers; participate in team training and knowledge-sharing.

Success Measures

• SLA response compliance (email, messaging, phone response times).
• Candidate satisfaction and issue resolution quality.
• Clean escalation handoffs and documentation.
• Accuracy of candidate information and data entry.
• Low rate of recurring or preventable issues.
• Positive feedback from candidates and internal stakeholders.
• Attendance and reliability.

Qualifications

• Bachelor's degree or equivalent.
• 4+ years of customer service, operations support, or travel industry experience.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Intermediate proficiency in MS Office (Word, Excel, email).
• Attention to detail and commitment to accuracy.
• Professional demeanor and strong interpersonal skills.
• Ability to remain calm and professional under pressure.
• Reliability and strong work ethic.

Requirements

• Experience with travel management companies or travel operations.
• Familiarity with CRM or ticketing systems.
• Background in recruiting operations or candidate support.
• Knowledge of travel policies and procedures.
• Experience with workflow management or automation platforms.
• Spanish fluency preferred.

Benefits

• College degree preferred.
• Minimum of (5) years of experience in event planning/operations and travel.
• CVENT experience (minimum 2 years).
• Quick learner-gets up to speed on systems/processes.
• Experience with client invoicing, vendor payments, and company credit card reconciliation.
• Highly skilled in time management to facilitate involvement in multiple projects.
• Possess strong verbal and written communication skills.
• Proficiency in Microsoft Suite, Google Suite, Adobe, Teams.
• Knowledgeable in video conferencing platforms such as Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools.
• Professional manner and appearance.
• Demonstrates the ability to think critically and strategically to anticipate opportunities and challenges.
• Be able to actively listen, have the capability to instill confidence in clients and colleagues, and present information with confidence.
• Must be able to take direction and work well with others.
• Must be able to concentrate and perform accurately while meeting applicable productivity measures.
• Must be able to manage changes proactively and manage tasks as assigned.
• Must be able to lawfully work within the US and have unrestricted work authorization for US.
• CMP or other Industry Certification.
• Prior experience working for a TMC.
• Strategic thinker.