Director, Program Management
- Program Leadership & Execution
- Lead and manage multiple CX programs (uniforms, QA, loyalty, user journey design, and other experience initiatives).
- Design end-to-end customer journeys at a strategic level that align with overarching brand and customer experience goals, specifically tailored to the travel and hospitality sector.
- Lead localized implementation of journey improvements in collaboration with field teams, ensuring consistency in execution and the ability to adapt to market-specific needs.
- Align cross-functional teams—including operations, digital, marketing, and technology—around a unified CX roadmap that integrates both digital and physical touchpoints.
- Develop project plans, timelines, and performance metrics to track progress and measure outcomes.
- Drive continuous improvement, incorporating feedback from employees, vendors, and customers.
- Create playbooks and guidelines to document and memorialize design standards and journey blueprints.
- Vendor Management
- Lead RFPs, contract negotiations, and ongoing performance management of vendors.
- Establish SLAs and KPIs to ensure vendors deliver high-quality services and products.
- Stakeholder Engagement & Communication
- Collaborate with CX leadership, Operations, HR, Digital, and Marketing to ensure alignment on program goals and customer journey priorities.
- Facilitate coordination across a highly matrixed organization to ensure consistent delivery of both digital and physical CX initiatives.
- Provide regular updates to leadership on program status, risks, and key metrics.
- Influence stakeholders by presenting data-driven insights and journey-based recommendations.
- Bachelor’s degree required (Business, Operations, or related field). MBA or advanced degree preferred.
- 7+ years in program or project management, preferably within customer experience, operations, or service industries.
- Direct experience in the travel and hospitality sector is required, with a clear understanding of multi-location service delivery and guest experience expectations.
- Demonstrated success leading cross-functional efforts in highly matrixed organizations.
- Experience in user journey mapping, service design, or human-centered design methodologies is a plus.
- Proven success managing large-scale, multi-channel, and multi-location initiatives.
- Excellent project management skills (PMP or similar certification a plus).
- Strategic thinker with experience designing and implementing seamless customer journeys across both digital and physical environments.
- Strong vendor negotiation and contract management abilities.
- Data-driven problem solver with experience in metrics and reporting.
- Exceptional communication, presentation, and change management skills.
- Competencies
- Customer-first mindset with passion for improving service experiences through integrated journey design.
- Strong organizational and execution skills, able to juggle multiple priorities and lead through influence.
- Collaborative leader who can drive alignment across siloed teams and business units.
- Detail-oriented yet strategic, able to connect program work and journey design to big-picture CX goals.
- Deep understanding of the expectations of travel and hospitality customers, especially around consistency, personalization, and operational execution.
- Paid time off
- 401K retirement plan with company matched contributions
- Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Legal, Identity Theft, Insurance, FSA, additional life insurance coverages
- Contribute up to $260 as a tax free benefit for public transportation or parking expenses
- Employee discounts, including discounted prices on purchase of Avis / Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service, and more
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