Operations Training Manager, TMC

How you'll make an impact

Readily available to assist the Operations Support & Training [OST] Team Director and Sr. Training Manager with any given task in daily operations and provide continued support to all Client TMC or CTD partners. These are clients who are not our agents but use our systems and will need to understand how to maintain processes and updates, and how we as an internal team work any gaps in the system. This role involves hands-on training, both in-person and virtual, and the development of training materials that cater to various learning styles and experience levels. You will need to take client feedback for Spotnana and discuss client challenges in performing daily tasks with our internal teams, and escalate accordingly. Project a positive attitude with diplomacy, creativity, confidentially, problem-solving, praising achievement, and passion for sharing your knowledge.

What you'll own

• Develop and deliver comprehensive training programs focused on the Spotnana systems.  This would cover booking, queues and ticketing, exchanges, etc.
• Create and keep up-to-date training materials. Including manuals, e-learning modules, and standard operating procedure documents.  Make sure these are aligned with Spotnana processes.
• Staying up-to-date on current travel industry changes and trends.
• Assist Tech support and our L2 department with TMC/CTD queries.
• Share all updates and new procedures with PM’s and TMC’s
• Work effectively to ensure smooth operations for the TOps teams and clients, and promptly escalate issues to Spotnana departments where further investigation is required. 
• Collaborate with other departments when needed
• Communicate to the teams regarding changes, updates & reminders
• Take an active role in identifying areas to improve our processes and making sure team processes are kept up to date
• Aid in the resolution of Customer Experience team issues
• Contributing to the team's continual learning and upskilling 
• Capable of multitasking and staying focused and organized 
• Someone who can work independently and as part of a team 
• Must have strong oral and written communication skills; must be a good listener 
• Must be extremely well-organized, able to multitask and prioritize 
• Need a positive attitude, attention to detail, patience, and persistence

Experience to bring with you

• Proven experience as a corporate trainer or educator, with a strong focus on Sabre or other GDS systems.
• Open to feedback
• Excellent presentation and communication skills, with the ability to explain complex concepts in an easy-to-understand manner.
• Proficiency in creating training materials using various formats, including e-learning platforms, PowerPoint, and video tutorials.
• Strong organizational and time-management skills, with the ability to manage multiple training sessions and adapt to different learning paces.
• Detail-oriented with the ability to troubleshoot and resolve issues
• 5+ years experience as a business travel agent, preferably supporting Fortune 1000 clients.
• Solid computer skills and the ability to seamlessly navigate multiple tools and systems such a Google Workspace, Microsoft 365, etc. 
• A passion for customer satisfaction and providing high touch, white-glove support
• Proven ability to work with a wide range of internal and external stakeholders, including vendors
• Experience with ticketing systems and invoicing and queue management a plus, but not required
• A passion for the travel industry and a commitment to helping others succeed
• Willingness to travel occasionally to deliver in-person training at different locations if needed.
• Flexibility to work various shifts when required for business needs. 
• Bachelor's degree in travel and tourism, hospitality, education, or a related field, or certification in training or adult education is a plus.
• Remote US position

Let's talk compensation

Spotnana strives to offer fair, industry-competitive, and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third-party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications. 

The annual cash compensation for this role is: $70,000 - $90,000 

 Benefits offered include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical (United Healthcare or Kaiser), dental (Guardian), vision (Guardian), life (Mutual of Omaha), and disability (Mutual of Omaha) effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone/internet stipend
• Additional benefits including access to International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more