[Hiring] Travel Manager @Encore Travel

Role Description

A Travel Manager at Encore is someone who knows how to solve the problem and how to teach someone else to solve it the same way. You bring 20+ years of travel expertise into a role that splits between direct impact and team impact. Some days you're training agents on fare rules or loyalty program mechanics. Some days you're building training materials that stick. Some days you're coaching someone through a complex itinerary in real time. And some days you're stepping in on client work to support the team where they need it most. This is not a role with a fixed job description. It is a role for someone who can read what the team needs and shift to meet it.

What You'll Do

• Build capability in your team:
  • Develop and deliver formal training materials that help agents get better at their job.
  • Coach travel professionals one-on-one, teaching them how to handle the edge cases and the complex files.
  • Mentor people who are ready to grow into bigger accounts.
  • Be the expert they turn to when they hit something they haven't seen before.
• Stay fluent in the work:
  • Keep your hands in day-to-day operations when the team needs support.
  • Handle complex bookings, navigate international itineraries, work loyalty programs, and step in on client escalations.
  • Stay current with industry changes and travel requirements shifts.
  • Know what your team is dealing with because you're dealing with it too.
• Create the resources that outlast you:
  • Document how to solve questions instead of just answering them.
  • Build training materials, create process guides, and develop standards your team can reference when you're not in the room.
  • Make it easier for people to do their job well.
• Raise the bar on what your team can do:
  • Identify gaps in knowledge or process.
  • Propose improvements to how agents approach complex situations.
  • Catch trends before they become problems.
  • Share the tips and tricks that separate good work from great work.
• Support the leadership team:
  • Work closely with your manager and the Team Leader to understand what the team needs to improve.
  • Feed back on what's working, what isn't, and where training or process changes would make the biggest impact.

Qualifications

• 20+ years of travel industry experience, with demonstrated expertise in US domestic and international travel.
• Proven management or supervisory experience in a travel-related or similarly complex service environment.
• Advanced knowledge of travel industry operations, GDS systems (Apollo/Galileo), fare rules, loyalty programs, and travel booking processes.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
• Strong teaching and coaching abilities, with experience developing other people.
• A customer orientation that translates into high standards for your team's work.
• Ownership of mistakes and the discipline to solve problems completely.
• The flexibility to shift between strategic work and hands-on support as needed.
• Proficiency in MS Office, GDS systems (Apollo and Galileo), OBT, and similar platforms.

Requirements

• An asset:
  • Experience creating formal training materials or developing training programs.
  • Familiarity with Zoho Desk or similar service management platforms.
  • Track record of measurably improving team performance.
  • Prior experience managing international travel or complex corporate travel programs.

Who Thrives Here

Travel Managers who thrive here don't separate themselves from the work their team does. They know that teaching someone is most effective when they're fluent in the problem themselves. They ask better questions than they answer. They see what someone is struggling with and help them find their own solution. They build tools and materials that actually help people, not just documents that check a box. They're comfortable with flexibility. Some weeks will be heavier on training, some on coaching, some on direct client support. They read what's needed and show up ready to do the work. If you measure success by whether your team actually learned something and whether they can do it without you, this is where that matters.