[Hiring] Sr. Global Implementation Manager @Internova Travel Group

Role Description

The Sr. Global Implementation Manager leads the delivery of highly complex, multi-national travel program implementations, acting as the accountable business owner for end-to-end execution across diverse markets, stakeholders, and technology environments. This role is responsible for designing and institutionalizing scalable, repeatable global implementation playbooks that enable ALTOUR to successfully deliver programs at a level of scale and complexity not previously executed. The position orchestrates cross-functional internal teams and external partners while navigating cultural, regional, and regulatory variations to ensure solutions balance global standardization with local market needs. Additionally, the role provides strategic oversight of solution design, technology enablement, and operational readiness, ensuring the existing tech stack is fully leveraged to support new global clients while delivering consistent, reliable business outcomes.

• Lead and manage the implementation of new business end-to-end after verbal award, maintaining communication throughout the project to meet customer expectations.
• Plan, lead, organize, and control multiple large project initiatives by the approved scope and schedule.
• Engage Sales, Solutions, and Operations to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements.
• Build the designed engineering structure to scale to grow with the strategy of the company and define roles and responsibilities for the implementation team in supporting operations.
• Understanding of Operational Excellence as it pertains to Labor Management Systems, Work Force Optimization, and Performance Coaching & Observation principles to assure the attainment of facility production, quality, and safety standards and objectives.
• Translate business requirements into a robust, scalable design and drive proper change control through the life cycle of the project.
• Implement complex business requirements through a variety of tools and technologies.
• Serve as the first-line decision maker for the business including developing ramp-up plans and schedules that meet customer requirements while also identifying risks and developing mitigation plans.
• Provide day-to-day direction to cross-functional implementation pods/support teams and best practices to the customers on deploying the productions within their environment.
• Sign off on and test Standard Operating Procedures (SOPs) through a partnership with IT.
• Ensure a smooth transition to operations post-go-live and ramp-up.
• Interact directly with various customer representatives, ranging from senior operations to warehouse operations and end-users.
• Collaborate with customer and operations leadership to ensure all processes are adhered to throughout the implementation process.
• Work closely with project managers to identify potential issues and risks.
• Create documentation that enables the transition from implementation to post-implementation support.
• Assess and adapt to industry trends and changes, recommending changes or improvements within the Engineering function as necessary.
• Supports Quality Driven Management techniques within the business, encouraging the use of analysis to drive decision-making and development of improvements. Ensures the team understands expectations and how information is reported and used.
• Lead end-to-end design and delivery of complex global travel fulfillment and servicing implementations across multiple regions, time zones, and operating models.
• Define and institutionalize scalable, repeatable global implementation playbooks to enable consistency, efficiency, and quality across future client deployments.
• Translate highly complex global travel program requirements into structured, executable delivery frameworks aligned to ALTOUR’s technology and servicing capabilities.
• Navigate and integrate diverse regional business practices, cultural expectations, and local market nuances into a unified global solution design.
• Drive alignment across geographically dispersed stakeholders, ensuring coordinated execution despite time zone differences and competing regional priorities.
• Orchestrate large-scale, cross-functional dependencies across internal ALTOUR and Internova teams including operations, product, technology, finance, and client services.
• Manage integration and delivery dependencies with third-party vendors, GDS providers, OBTs, and external technology partners within a complex ecosystem.
• Evaluate and define how existing ALTOUR technology stack components (e.g., GDS, mid/back office, automation layers, CRM, servicing tools) can be leveraged or extended to support new global client requirements.
• Identify gaps between current-state capabilities and future-state global servicing expectations, and define scalable remediation strategies.
• Lead solution design sessions that balance global standardization with necessary regional or client-specific customization.
• Develop governance frameworks, decision models, and escalation protocols to manage complexity and ensure global delivery accountability.
• Establish structured communication cadences and reporting across global stakeholder groups to ensure transparency, alignment, and risk mitigation.
• Drive operational readiness planning, including transition strategies, knowledge transfer models, and region-specific onboarding approaches.
• Ensure that global implementations align with contractual obligations, service level agreements, and client-specific performance expectations.
• Leverage automation, workflow optimization, and advanced scripting (e.g., Smart Flow / Smart Scripting concepts) to increase scalability and reduce operational complexity.
• Analyze global servicing models to optimize cost, efficiency, and service consistency across regions while maintaining high-quality client experience.
• Partner with product and technology teams to influence roadmap enhancements based on insights from complex global implementations.
• Anticipate and proactively manage risks associated with global deployments, including regulatory considerations, regional constraints, and operational dependencies.
• Establish performance metrics and success criteria for global implementations, driving continuous improvement and repeatable excellence.
• Serve as a subject matter expert on global travel program complexity, advising leadership on scalable growth strategies and new client solutioning approaches.

Qualifications

• Bachelor’s Degree in a related field preferred.
• 10 years of relevant experience managing large global implementations.
• Direct customer-facing and implementation delivery experience.
• Ability to quickly learn new concepts and technologies and convert them into customer solutions.
• Excellent oral and written communication skills.
• Possess the ability to motivate and maintain effective working relationships.
• Ability to rely on experience and judgment to plan and accomplish goals.
• Experience managing others including contractors and suppliers.
• Customer service driven.
• Analytical and problem-solving aptitude.

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.