Director Travel Operations Jobs (NOW HIRING)

Reporting to the Vice President, Global Marketing, the Director – Travel executes strategy aligned to enterprise priorities. Owns the end-to-end commercial and operational performance of the Cruise and Hotel product lines. Leads strategic execution across pricing, yield management, supply optimization, and customer experience while leading back-end operations and servicing teams to deliver seamless, high-quality booking and post-booking experiences.

This role blends commercial strategy, analytics, supplier management, and operational excellence, with accountability for revenue growth, margin optimization, service quality, and scalability. Expected Contributions Product & Commercial Strategy Define and evolve the multi-year strategy for Cruise and Hotel product categories aligned with overall company growth objectives. Own the full product lifecycle including sourcing strategy, pricing architecture, yield management, inventory optimization, and promotional planning.

Partner with Marketing, Sales, and Digital teams to ensure products are positioned effectively and differentiated in-market. Identify and prioritize new opportunities (e.g., exclusive partnerships, bundled offerings, differentiated amenities, loyalty-driven products). Pricing & Yield Management – Partner with Interval’s Revenue Management team to translate the following in actionable marketing / call center agent education: Establish pricing and yield strategies to maximize revenue, margin, and conversion across Cruise and Hotel portfolios.

Implement dynamic pricing frameworks, forecasting models, and performance dashboards. Balance supplier costs, competitive positioning, customer value, and internal margin targets. Drive continuous testing and optimization of pricing, packaging, and promotional levers.

Supplier & Partner Management Lead strategic relationships with cruise lines, hotel partners, technology providers and aggregators. Own contract negotiations, commercial terms, allotments, and performance governance. Ensure supplier partners align to service-level expectations and brand standards.

Leverage partner relationships to unlock exclusive value and differentiated customer experiences. Operations & Service Delivery Leadership Lead the back-end operations and customer servicing teams supporting Cruise and Hotel bookings, including fulfillment, changes, cancellations, and issue resolution. Design scalable operational processes that balance efficiency, quality, and customer satisfaction.

Establish service KPIs (e.g., turnaround time, first-contact resolution, CSAT/NPS). Drive training, tooling, and workflow improvements to elevate agent effectiveness and customer experience. Customer Experience Optimization Own the end-to-end customer journey from booking through post-travel support.

Identify friction points and lead cross-functional improvements with Technology, UX, and Operations. Use customer insights and service feedback to inform product and process enhancements. Ensure Cruise and Hotel experiences consistently meet or exceed brand promises.

Analytics, Performance & Governance Define success metrics across revenue, margin, conversion, service, and retention. Develop performance reporting and business reviews for executive stakeholders. Use data and insights to guide prioritization, investment decisions, and trade-offs.

Maintain strong governance, risk management, and compliance across operations. People Leadership Build, lead, and develop a high-performing team across strategy, operations, and service functions. Set clear goals, accountability, and development plans for direct and indirect reports.

Foster a culture of customer obsession, ownership, and continuous improvement. Act as a senior leader and mentor within the broader Travel organization. Education Bachelor’s Degree in Marketing, Business Administration, Communications, or related discipline or equivalent work experience.

Work Experience At least 10 years of experience in travel, hospitality, or marketplace businesses, with ownership of P&L, pricing, or product strategy. At least 3 years managing team. Deep experience in Cruise and/or Hotel categories (preferred).

Proven success leading pricing and yield management initiatives in a complex environment. Strong operational leadership experience, including customer service or fulfillment teams. Track record of building and scaling teams and processes.

Experience in Hotel Management, Vacation Ownership, Hospitality preferred. Strong analytical acumen with the ability to translate data into strategy and action. Executive-level communication and stakeholder management skills.

Skills and Attributions Strategic mindset with an ability to make difficult and complex decisions. Creates alignment and empowerment through strong leadership, management discipline, and clear communication. Skilled at building and nurturing relationships at all levels of the organization through collaboration, negotiation, and mentoring.

Influences senior leaders’ thinking early to ensure decisions align with business priorities and deliver results. Knowledge of marketing resources policies, practices, and procedures. Facilitates meaningful discussions and delivers clear presentations and training that build capability and drive alignment.

Strong written and verbal communications skills. Skilled in decision-making and conflict resolution in a fast paced, continuously changing, customer focused environment. Passion for strategic involvement in the creation and execution of departmental and company-wide goals and objectives.

Knowledge of marketing trends and practices within the industry. Flexibility, adaptability, and capability to manage and prioritize multiple and conflicting priorities and tasks. Integrates and balances priorities, work activities and resources for the benefit of multiple key stakeholders.

Understands how to manage in a culturally diverse work environment. Experience with Qualtrics, Business Objects or similar, Adobe Analytics and Adobe Campaign preferred. Computer literacy on Microsoft Office products, e.g., Excel, Word, PowerPoint, Teams, etc.

#LI-AS1 #imvwcorp Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.